Customer Service Specialist - Diamond Sports Support

As a Diamond Sports Customer Support Specialist, you’ll be the frontline connection for customers seeking assistance with our Baseball/Softball products. The role requires a passion for customer care, strong communication skills, and the ability to solve technical issues with a proactive approach. You’ll play a key role in ensuring our customers have seamless and satisfying experiences with Trackman, whether assisting them via phone, email, alerts, or chat. Key Responsibilities Customer Service: - Respond promptly to customer inquiries, maintaining professionalism, quality, and empathy in every interaction. - Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully. - Handle a high volume of incoming customer support requests, maintaining response time and quality standards. - Conduct proactive outreach to customers following up on recent interactions to confirm resolution satisfaction and offer additional assistance if needed. - Assist new customers with onboarding by providing personalized guidance through initial setup, configuration, and usage of Trackman products, ensuring they feel confident and fully equipped to use all key features and functionalities. - Availability to work evening and weekend shifts as needed Customer Support: - Provide high-quality thorough sessions to equip customers with the knowledge and skills needed to effectively use our product, addressing their questions and resolving any issues that arise. - Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our support system. - Participate in team training sessions, knowledge-sharing meetings, and team improvement initiatives to stay current on product updates and new features. - Engage with international customers and coordinate with translation resources as needed to ensure clear and accurate support across multiple languages. Internal Processes: - Collaborate with cross-functional teams to escalate complex cases when necessary and follow up to ensure timely solutions. - Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions.