Product Support Specialist

About the Company

Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance, collaborating with partners such as The PGA of America, Golf Digest, and various Major League Baseball teams.

Responsibilities

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

Requirements

• Bachelor’s degree
• Minimum 3 years of experience in a customer support or service role
• Background in Engineering or Computer Science strongly preferred
• Experience with Zendesk and CRM systems like Salesforce
• Strong written and verbal communication skills
• Proven analytical problem-solving ability
• Ability to manage multiple priorities in a fast-paced environment
• Passion for sports, especially baseball, softball, or golf