Customer Service Agent

About the role

As a Customer Service Agent you will be the first point of contact for users of Trackman products, providing assistance via phone, email and chat. You will ensure customers enjoy a smooth and satisfying experience with our sports‑technology solutions.

Key responsibilities

• Respond promptly and professionally to inbound inquiries.
• Educate users on product features, updates and troubleshooting steps.
• Handle a high volume of support requests while maintaining quality standards.
• Conduct proactive follow‑ups to confirm issue resolution.
• Guide new customers through onboarding, setup and configuration.
• Diagnose and resolve technical issues, documenting each case in the support system.
• Collaborate with cross‑functional teams to escalate complex cases.
• Participate in training sessions and knowledge‑sharing meetings.
• Support international customers and coordinate translation resources when needed.

Required profile

• Proven experience in a customer service or support role, preferably in technology.
• Ability to manage multiple cases and prioritize in a fast‑paced environment.
• Experience with remote troubleshooting and diagnostics.
• High school diploma or equivalent; further education in IT or customer service is a plus.

Required skills

• Familiarity with sports technology (golf, baseball, etc.).
• Strong troubleshooting and problem‑solving abilities.
• Excellent verbal and written communication in both English and Spanish.
• Proficiency with Zendesk ticketing software.
• Proficiency with the Windows operating system.