The Technical Support Specialist 1 serves as the first point of contact for customers, providing expert assistance and promptly resolving technical issues. The ideal candidate will possess exceptional communication skills and technical expertise, which are crucial for ensuring customer satisfaction and maintaining the organization’s reputation for delivering high-quality support.
Job Description
• Serve as the primary point of contact for customers seeking technical assistance via phone, email, chat, and social media.
• Resolve technical issues by identifying the problem, researching solutions, and guiding customers through troubleshooting steps.
• Escalate complex issues to Level 2 or Level 3 support teams while maintaining ownership of the incident until resolution.
• Accurately document all customer interactions and the steps taken to resolve their issues in our helpdesk ticketing system in a timely manner.
• Provide excellent customer service by actively listening and empathizing with customers to understand their needs and deliver appropriate solutions.
• Collaborate with cross-functional teams to develop and maintain a comprehensive knowledge base, including FAQs, manuals, and troubleshooting guides.
• Identify opportunities for process improvements and recommend enhancements for our support systems.
• Ensure proper escalation and prioritization of critical incidents based on the established guidelines.
• Continuously stay up to date with the latest product updates, industry trends, and emerging technologies to provide effective technical support.
• Maintain a positive, can-do attitude, and adapt to rapidly changing technologies and working environments.
Required Qualifications
• Golf industry experience or at the minimum a passion for the game of golf.
• Familiarity with helpdesk ticketing systems and remote support tools to efficiently manage and track customer interactions.
• Proficiency in troubleshooting and resolving software, hardware, and network-related issues.
• Solid understanding of Windows and Mac operating systems, as well as Microsoft Office Suite and other commonly used software applications.
• Strong interpersonal and communication skills, with the ability to explain technical concepts in simple terms to non-technical individuals.
• Exceptional problem-solving and analytical skills to diagnose and resolve issues efficiently.
• Ability to multitask and handle multiple customer inquiries simultaneously, while maintaining attention to detail.
• Patience and empathy to handle challenging customer situations and deescalate potential conflicts.
