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Client Support Representative

2 months ago

Phoenix, Arizona, United States TrackMan AS Full time
Are you enthusiastic about providing exceptional customer service? Do you excel in collaborating with clients across various regions? If so, we have an exciting opportunity for you.

At TrackMan A/S, we are expanding our operations as we continuously aim to enhance our industry-leading sports tracking solutions. We are seeking a skilled and motivated customer service representative.

In this role, you will deliver outstanding customer support, liaising with multiple internal and external teams while employing technical expertise to resolve intricate issues. You will offer technical assistance to users of laptops, desktops, mobile devices, and TrackMan products. Strong problem-solving abilities are essential for success, with a constant focus on delivering the best customer experience.

Your responsibilities will include, but are not limited to:
  • Providing assistance, guidance, problem resolution, and technical information to customers, ensuring a positive and respectful interaction
  • Identifying and troubleshooting production-related incidents and issues, including detecting system, application, or performance degradation, while ensuring a data-driven approach
  • Escalating critical issues internally to guarantee timely resolution of all business-critical matters
  • Maintaining a high level of accuracy and attention to detail while documenting equipment and activities related to systems
  • Documenting and accurately describing observed issues and resolution methods
  • Ensuring all communications are handled or forwarded internally in a timely manner
  • Logging all customer interactions within our ticketing system and tracking progress on all issues to ensure timely responses and resolutions, while maintaining a data-driven approach
  • Providing support to clients both on-site and remotely, with potential light travel or local testing
  • Performing other non-support tasks based on experience and qualifications
  • Testing TrackMan and related software, providing quality feedback to the QA department
  • Preparing and delivering routine reports, as well as contributing to knowledge sharing and best practice procedures in support
  • Organizing and prioritizing assigned tasks to meet established schedules and deadlines
Your ability to foster and maintain positive relationships is vital for this role. You will collaborate with a diverse range of customers to provide remote support during the initial troubleshooting phases.
  • Experience in customer service, preferably in a demanding industry
  • Customer-focused approach with an emphasis on satisfaction
  • Excellent verbal and written communication skills
  • High attention to detail and the ability to deliver consistent quality
  • Self-motivated individual who honors commitments
  • Experience with technical support and troubleshooting methodologies
  • Familiarity with ticketing systems and support workflows (preferably Zendesk)
  • Strong computer skills and knowledge of Windows operating systems up to Windows 11, along with proficiency in Microsoft Office
  • Proficiency in troubleshooting, project management, initiative, and professionalism
  • Team-oriented mindset, valuing knowledge sharing and collective success
  • Familiarity with sports, particularly golf and baseball, is advantageous
  • Understanding of radar and video technology is a plus
We offer:
  • The opportunity to work with a dynamic and global team
  • The chance to make a significant impact at a company at the forefront of technology, data, and sports
  • A drug-free work environment
Be part of a powerful sports brand and unique technology
Our proprietary technology is rooted in expert knowledge of radar, computer vision, data, and software engineering. Our solutions are crafted by specialists who continuously explore and push technical boundaries. TrackMan's blend of cutting-edge technology, sports, and ongoing growth makes our company an exceptional workplace. Our work culture is entrepreneurial, ambitious, and rewarding, allowing you to collaborate with inspiring colleagues and engage with leaders in golf, baseball, and football.

Where innovation thrives
At TrackMan, we recognize that great people create great products. We believe that teams flourish and innovation ignites in an environment where individuals are encouraged to think independently, where every voice is valued, and where the best ideas emerge in pursuit of exceptional solutions. This unique blend is what makes TrackMan an inspiring company for both our customers and our colleagues.

Share our passion for excellence

We welcome your application to join a company that champions great technologies, passionate colleagues, and abundant opportunities for growth.