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.