Product Support Specialist (Diamond Sports & Golf)

Company Overview With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, 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.The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1000 NCAA athletic departments.Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time.Powered by Athletes who get it, and Engineers who can do it. Role PurposeRapsodo is seeking a driven, detail-oriented Product Support Specialist (Diamond Sports & Golf) to support our North America customers across our Diamond Sports and Golf product lines. Based in St. Louis, MO, where you will serve as the front line for U.S. and Canadian coaches, athletes, and everyday users—delivering responsive, thoughtful, and high-quality support that reflects our commitment to excellence.This is not a transactional support role. We are looking for someone who is curious, self-driven, and technically inclined—someone who can think critically, troubleshoot effectively, and take full ownership of problems through to resolution. You should be comfortable working independently, navigating ambiguity, and operating with urgency and care.This in-person role spans both team-based and consumer audiences, requiring a balance of empathy, technical troubleshooting, proactive communication, and operational rigor. Key ResponsibilitiesServe as the primary point of contact for customer support across Diamond Sports and Golf productsRespond to and manage inbound support cases across email, phone, chat, and ticketing systemsTroubleshoot hardware, software, and connectivity issues across Rapsodo productsOwn customer issues end-to-end, including problem definition, resolution, and high-quality escalation when requiredPrioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and ZendeskCollaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficientlyRoute sales-related inquiries to the appropriate account managers where relevantIdentify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvementsContribute to internal knowledge bases and continuously improve support workflowsRequirementsRole QualificationsBachelor's degree requiredMinimum 3 years of experience in a customer support or service role, preferably in a technology or consumer product environmentBackground in Engineering or Computer Science is strongly preferredStrong written and verbal communication skillsProven problem-solving ability with a structured, analytical approachDemonstrated ability to remain calm under pressure and effectively handle challenging customer interactionsExperience with support platforms such as ZendeskFamiliarity with CRM systems (Salesforce preferred) and ticketing toolsHighly organized, with the ability to manage multiple priorities effectivelyComfortable working both independently and collaboratively across teamsStrong sense of accountability, empathy, and a customer-first mindsetSelf-driven with the ability to take initiative and ownership without constant directionCuriosity and a strong desire to understand how things workPassion for sports, especially baseball, softball, or golf, is highly valuedSuccess MetricsTimely, high-quality responses and resolutions across support channelsStrong customer satisfaction through clear, effective communicationHigh ownership and accountability in resolving issuesClear, structured escalation that enables faster resolutionContribution to reducing repeat issues through insights and documentationIf you are someone who takes pride in solving problems, improving systems, and delivering meaningful customer impact, we would love to hear from you.