Product Support Specialist

Employment type: FULLTIME. Requisition: 3113275. As a Product Support Specialist in our second-tier support team, you will handle more complex customer inquiries and technical issues escalated from first-tier support. You will work closely with customers to provide advanced troubleshooting, product guidance, and solutions.

This role requires a deep understanding of our products, excellent troubleshooting skills, and the ability to communicate technical information clearly.

Key Responsibilities Customer Service

- Assist with customer inquiries via phone and email, maintaining professionalism and empathy in every interaction. - Help new customer onboardings by assisting in the initial setups and configurations for specific products.

Customer Service Support

- Provide high-quality support and guidance to our customer service specialists, addressing questions, troubleshooting issues, and ensuring efficient resolutions. - Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our ticketing system.

- Lead team training sessions, knowledge-sharing meetings, and customer service improvement initiatives to stay current on product updates and new features. - Handle a high volume of escalated customer service tickets, maintaining response time and quality standards1 …