Product Support Specialist

Responsibilities

• Serve as the primary point of contact for customer support across Diamond Sports and Golf products
• Respond to and manage inbound support cases via email, phone, chat, and ticketing systems
• Troubleshoot hardware, software, and connectivity issues across the Rapsodo product line
• Own customer issues end-to-end, from problem definition to resolution or high-quality escalation
• Prioritize and manage tickets within defined service levels using Salesforce and Zendesk
• Collaborate cross-functionally with Engineering, Product, and Sales teams to resolve issues efficiently
• Identify recurring issues and contribute to process improvements and internal knowledge bases

Requirements

• Bachelor’s degree required
• Minimum 3 years of experience in a customer support or service role, preferably in technology
• Experience with Zendesk and familiarity with CRM systems like Salesforce
• Strong written and verbal communication skills
• Proven analytical problem-solving ability and a structured approach to troubleshooting
• Ability to remain calm under pressure and handle challenging customer interactions

Preferred Qualifications

• Background in Engineering or Computer Science
• Passion for sports, specifically baseball, softball, or golf

About the Company

Rapsodo is a leader in sports technology and data analytics, providing professional-grade technology for athletes to enhance their performance. We collaborate with major partners including the PGA of America, Golf Digest, and various MLB teams to deliver actionable insights through data.