Customer Service Specialist (Tier 1) - TrackMan

Customer Service Specialist (Tier 1)
Do you have a passion for customer support? Do you thrive by working closely with customers across borders? Then, we can offer you an exciting opportunity.

At Trackman we are growing, as we are constantly striving to further develop our market-leading sport tracking solutions. Therefore, we are looking for an experienced and highly motivated customer service specialist.

As a customer service specialist, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams, and using technical disciplines and skillsets to resolve complex issues. You will provide technical support to end users in laptops, desktop, mobile devices, and Trackman products. You will need strong problem-solving skills to be successful, and always aiming for the best customer experience.

Responsibilities include but are not limited to:

• Provide assistance, advice, problem solving, and technical information to customers, with a positive and respectful customer experience
• Identification and troubleshooting of production-related incidents and problems. This includes detection of system, application, or performance degradation or unavailability, and ensuring a data-driven approach to incidents and problems
• Escalating and raising issues internally to ensure that all business-critical issues are timely handled
• Ensure a high level of accuracy and attention to detail while following documentation of equipment and activities regarding systems
• Document and accurately describe observed concerns and resolution methods to resolve issues
• Ensure that all communications are handled or forwarded internally in a timely manner
• Enter all customer interactions within our ticketing system and track progress on all issues to ensure timely response and resolution. As well as to ensure a data-driven approach with customer interactions
• Providing support, both to clients deskside and remotely. Notice that you might be asked for some possible light travel or on-site testing in the local area
• Other non-support job duties will be given based on experience and qualification
• Test Trackman and Trackman related software(s) then provide quality feedback to the QA department
• Prepare and provide routine reports, as well as taking part of 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
Your ability to build and maintain positive relationships is crucial for the role. You will work with a variety of customers to provide remote support in the initial phases of troubleshooting.

• Experience in customer service preferably from a demanding industry
• Customer-focused experience focused on satisfaction
• Excellent communication skillset, 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
• The chance to work with a dynamic and global team
• The opportunity to make a major impact on a company on the leading edge of technology, data, and sports

The Office
We are located in our state-of-art HQ in Hørsholm, at DTU Science Park. We take great pride of the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with indoor and outdoor area to enjoy the fresh food prepared by our own kitchen staff.

Join the home of a powerful sports brand and a one-of-a-kind technology
Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud of working in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race.
We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarter located in Denmark (Hørsholm) and offices in New York, Phoenix, Poland, Tokyo and Seoul. We employ over 700 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested and manufactured.

Where innovation happens
At Trackman, we know that great people make great products. We believe that teams thrive and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of the exceptional solution. This mix is what makes Trackman an inspiring company – for our customers and our colleagues.