Customer Support Specialist II (Tactical)

📋 Description

• • As a Customer Support Specialist II (Tactical) at Teamworks Technologies, Inc., you will be at the forefront of supporting elite tactical performance initiatives, serving a critical role within one of the most mission-critical spaces in sports technology.
• • This position is designed for individuals who understand the unique demands and high-stakes environment of supporting military and tactical organizations, including programs like H2F (Holistic Health and Fitness) and SOCOM (Special Operations Command).
• • Your primary responsibility will be to act as the first point of contact for these specialized customers, ensuring their operational challenges are met with swift, accurate, and empathetic support.
• • The impact of your work is direct and significant; your ability to resolve issues effectively directly contributes to the success of individuals and teams operating under pressure.
• • This role uniquely blends expertise in human performance with robust technical problem-solving skills, requiring you to navigate a diverse range of customer inquiries.
• • You will manage a comprehensive ticket queue across various written support channels, adeptly triaging and resolving issues that span from fundamental product questions and administrative tasks to complex bugs and technical malfunctions.
• • You will function as a vital link between our tactical clientele and internal teams, including Product Success, Engineering, and Customer Success, ensuring seamless communication and issue resolution.
• • Precision in following established processes is paramount, alongside a proactive approach to advocating for necessary changes or improvements within the organization.
• • The H2F program represents a significant and exciting opportunity for Teamworks, offering the chance to make a tangible impact not only within the realm of sports but also for those who serve the nation.
• • This role is ideal for individuals who excel in dynamic, fast-paced environments, are adept at problem-solving even with incomplete information, and are motivated by contributing to meaningful initiatives.
• • You will be entrusted with owning a full ticket queue across primary support channels, meticulously triaging and resolving issues while adhering to strict Service Level Agreements (SLAs) and customer impact considerations for SOCOM and H2F clients.
• • A key aspect of your role will involve diagnosing and resolving a wide array of technical, product-related, and bug issues that may arise within the comprehensive Tactical product suite, encompassing S&C (Strength & Conditioning), AMS (Athlete Management System), Nutrition, and Hub platforms.
• • You will be responsible for executing administrative tasks and fulfillment requests with a high degree of accuracy, which may include form conversions, data uploads, intricate account configurations, and precise ticket routing, all while strictly following established triage protocols.
• • Acting as a trusted cross-functional partner to the Product Success team will be essential, involving the timely escalation of issues with detailed context and ensuring that all customer interactions are followed up on to completion.
• • Thorough documentation of all cases is a critical requirement, maintaining precise records within Salesforce and actively contributing to the development and expansion of a scalable knowledge base for future reference.
• • A proactive approach to identifying recurring ticket patterns will be encouraged, enabling you to surface opportunities for enhancing documentation, refining workflows, or suggesting improvements to product functionality.
• • You will collaborate closely with Product and Engineering teams to effectively communicate customer feedback, thereby supporting a cycle of continuous improvement across the entire Tactical product suite.
• • Within your first 12 months, you are expected to develop into a subject matter expert in at least one product area, contributing your knowledge to process improvement initiatives and engaging in cross-functional projects.
• • This role demands an individual who takes initiative, assesses situations methodically, follows established processes diligently, and is driven to find comprehensive solutions.
• • You will demonstrate resilience under pressure, maintaining thoroughness throughout the resolution process, understanding that incomplete solutions do not truly resolve issues.
• • Strong interpersonal and communication skills are vital, enabling you to understand customer needs, communicate with empathy and clarity in writing, and recognize the human element behind each support request.
• • As a natural cross-functional collaborator, you will effectively communicate critical information upwards, share insights gained from customer interactions, and contribute to the overall intelligence and effectiveness of the team.
• • You will thrive in an environment where the operational framework is still evolving, having the opportunity to significantly influence and shape how processes and support are delivered.
• • Your drive will be fueled by achieving results, embracing challenges, and aligning with Teamworks' core values of honesty, humility, hard work, commitment, innovation, and exceptionalism.