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

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