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Customer Service Representative
2 months ago
Unlock Your Potential as a Customer Service Specialist
At Trackman, we're on a mission to revolutionize the sports tracking industry, and we need a talented Customer Service Specialist to join our team. As a key member of our support team, you'll be responsible for providing exceptional customer experiences, resolving complex technical issues, and working closely with internal and external teams to drive business success.
Key Responsibilities:
- Provide top-notch customer support, ensuring a positive and respectful experience for all customers.
- Identify and troubleshoot production-related incidents, using a data-driven approach to resolve issues efficiently.
- Escalate and raise internal issues to ensure timely handling of business-critical problems.
- Document and accurately describe observed concerns and resolution methods to resolve issues.
- Ensure all communications are handled or forwarded internally in a timely manner.
- Enter customer interactions into our ticketing system and track progress to ensure timely response and resolution.
- Provide support both on-site and remotely, with occasional light travel or on-site testing in the local area.
- Test Trackman and Trackman-related software, providing quality feedback to the QA department.
- Prepare and provide routine reports, as well as contribute to sharing knowledgebase and giving inputs to procedures for best practice in support.
- Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines.
Requirements:
- Experience in customer service, preferably from a demanding industry.
- Customer-focused experience with a strong emphasis on satisfaction.
- Excellent communication skills, both verbal and written.
- High attention to detail and ability to provide consistent quality.
- Self-motivated individual who delivers on commitments.
- Experience with technical support and troubleshooting methodology.
- Ticketing system knowledge and support workflows (preferably Zendesk).
- Strong computer skills and knowledge of Windows operating systems up to Windows 11 (device management), as well as good skills in Microsoft Office.
- Troubleshooting, project management, initiative, and professionalism are of utmost importance.
- Team player attitude, seeing the value in sharing knowledge and aiming to succeed as a team.
- Knowledge of sports, including golf and baseball, is an advantage.
- Knowledge of radar and video technology is an advantage.
