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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 engaging opportunity for you.

At TrackMan A/S, we are expanding as we continuously aim to enhance our leading-edge sports tracking technologies. We are in search of a skilled and driven customer service representative.

In this role, you will deliver outstanding customer support, liaising with multiple internal and external teams, and applying technical expertise to resolve intricate challenges. You will assist end users with laptops, desktops, mobile devices, and TrackMan products. Strong analytical skills are essential for success, with a focus on providing the best possible customer experience.

Your responsibilities will include, but are not limited to:
  • Offering assistance, guidance, problem resolution, and technical insights to customers, ensuring a positive and respectful interaction
  • Identifying and troubleshooting production-related incidents and issues, including detecting system, application, or performance declines, while maintaining a data-driven approach
  • Escalating critical issues internally to ensure timely resolution of business-critical matters
  • Maintaining a high level of accuracy and attention to detail in documenting equipment and activities related to systems
  • Documenting and clearly articulating observed issues and resolution strategies
  • Ensuring all communications are managed or forwarded internally in a timely manner
  • Logging all customer interactions in our ticketing system and tracking progress on all issues to guarantee prompt responses and resolutions, while ensuring a data-driven approach
  • Providing support to clients both onsite and remotely, with potential light travel or local testing
  • Undertaking additional non-support tasks based on your experience and qualifications
  • Testing TrackMan and related software, providing quality feedback to the QA department
  • Preparing and delivering routine reports, 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 position. You will engage with a diverse range of customers to provide remote support during the initial troubleshooting phases.
  • Experience in customer service, preferably within a demanding sector
  • Customer-centric experience with a focus on satisfaction
  • Exceptional communication skills, both verbal and written
  • High attention to detail and a commitment to delivering consistent quality
  • Self-driven individual who meets commitments
  • Experience in 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 (device management), along with proficiency in Microsoft Office
  • Expertise 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 provide:
  • The opportunity to collaborate with a dynamic and global team
  • The chance to significantly impact 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 built on expert knowledge in radar, computer vision, data, and software engineering. Our solutions are crafted by specialists who continuously explore and push new technical boundaries. TrackMan's combination of innovative technology, sports, and ongoing growth makes our company an exceptional workplace. Our 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 prevail in the pursuit of exceptional solutions. This blend is what makes TrackMan an inspiring company for both our customers and our colleagues.

Share our passion for excellence

We invite you to explore a career with us, where cutting-edge technologies, passionate colleagues, and abundant growth opportunities await.