Product Support Specialist (Diamond Sports & Golf)

Role Purpose

Rapsodo 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, this role serves 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.

Key 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 when required
• Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
• Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
• Route sales-related inquiries to the appropriate account managers where relevant
• Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
• Contribute to internal knowledge bases and continuously improve support workflows

Requirements

• Bachelor's degree required
• Minimum 3 years of experience in a customer support or service role, preferably in a technology or consumer product environment
• Background in Engineering or Computer Science is strongly preferred
• Strong written and verbal communication skills
• Proven problem-solving ability with a structured, analytical approach
• Demonstrated ability to remain calm under pressure and effectively handle challenging customer interactions
• Experience with support platforms such as Zendesk
• Familiarity with CRM systems (Salesforce preferred) and ticketing tools
• Highly organized, with the ability to manage multiple priorities effectively
• Comfortable working both independently and collaboratively across teams
• Strong sense of accountability, empathy, and a customer-first mindset
• Self-driven with the ability to take initiative and ownership without constant direction
• Curiosity and a strong desire to understand how things work
• Passion for sports, especially baseball, softball, or golf, is highly valued