Customer Service Specialist - Trackman Baseball
Job description
As a Diamond Sports (Baseball & Softball) Customer Service Specialist, you’ll be the frontline connection for customers seeking assistance with Trackman’s Diamond Sports products and software. This role requires strong communication skills, a proactive problem-solving mindset, and a passion for delivering exceptional customer experiences. You will help ensure that every customer interaction — by phone, email, or chat — is smooth, efficient, and adds value.
Key Responsibilities
Customer Service
- Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring empathy and clarity in every interaction.
- Educate customers on product features, updates, and troubleshooting steps for Trackman Diamond Sports solutions.
- Handle a high volume of customer inquiries while maintaining strong response times and delivering consistent service quality.
- Conduct proactive outreach to customers to confirm resolution satisfaction and offer additional assistance as needed.
Customer Support
- Identify, diagnose, and resolve technical issues related to Trackman Diamond Sports hardware and software, documenting each case thoroughly.
- Participate in team training, knowledge-sharing sessions, and continuous improvement initiatives to stay current on new features and product updates.
- Support international customers and coordinate with translation resources when needed to ensure clear, accurate communication.
Internal Processes
- Collaborate with cross-functional teams to escalate complex cases appropriately and follow through to ensure timely resolutions.
- Maintain accurate and detailed documentation of every customer interaction, including issues, troubleshooting steps, resolutions, and follow-up actions.
Work Environment & Scheduling
Trackman Diamond Sports Customer Service operates 365 days a year, supporting customers across multiple time zones. This means:
You will work flexible schedules, including weekends and holidays, on a rotating basis. Shifts will vary within our extended opening hours, currently planned between 06:00–18:00 (potentially 06:00–20:00). All scheduling respects relevant labor laws, including limits on weekly hours and required days off. We value work-life balance and fairness, why scheduling is planned in advance.
Job requirements
Education & Experience
- Proven experience in customer service or technical support, ideally within technology, sports tech, or related industries.
- Ability to manage multiple cases simultaneously in a fast-paced environment.
- Experience with remote diagnostics, technical troubleshooting, or supporting hardware/software products.
- High school diploma or equivalent; additional education within IT, customer service, or related fields is a plus.
Skills & Competencies
- Familiarity with sports technology, specifically baseball and softball, is a strong advantage.
- Strong troubleshooting and analytical skills with high attention to detail.
- Excellent written and verbal communication skills with a customer-centric mindset.
- Ability to remain calm, structured, and solution-oriented when handling complex cases.
Technical Proficiency
- Proficiency with ticketing systems such as Zendesk.
- Experience with Linux and a solid understanding of computer systems; networking knowledge is an advantage.
- Strong proficiency in Microsoft Office and collaboration tools for internal communication, documentation, and reporting.
-Requerimientos-
Educación mínima:
Universidad años de experiencia
Edad:
entre 20 y 35 años
Conocimientos:
Atención al usuario, Atención telefónica, Calidad de servicio, Servicio al cliente, Soporte al cliente, Atención al cliente
Palabras clave:
servicio, service, especialista