Customer Success Support Specialist at VHRS

Role summary:

• We are looking for a Customer Support Specialist to resolve customer queries and communicate with our local and international client base in a manner that enables them to achieve optimal outcomes. The successful candidate will also be required to communicate with clients regularly and assist with reporting and providing analysis of reports to clients.

RESPONSIBILITIES:

Customer Support: 

• Manage and update our existing support ticketing system in our CRM tool
• Assist customers with Tagmarshal system questions and challenges as first line support and technical troubleshooting
• Identity type and severity of issue and escalate to other departments – when necessary
• Assist clients with set-up of Tagmarshal features
• Offer an extension of after hours and/or weekend support to our clients
• Provide Sales Partner with update of relevant course challenges and solutions
• Communicate by email and telephonically with clients to continuously deliver system value and build positive customer relations.
• Flag high-priority client tickets with Management as needed
• System adjustments as required by client or as a solution to client support challenge
• Device testing for local courses and supporting Atlanta team with testing
• Preemptive back-end monitoring of problem devices and incomplete rounds
• System cleanups
• Remote Technical Support to on-site technicians
• Start of season device testing
• End of season device deactivation
• Client Relationship & Reporting:
• Follow up on support-related client communication until resolution of query
• Report to Management on monthly Support KPI’s and continuously achieve excellent results on Service Level Standards and resolution turnaround quality and time.
• Provide weekly reporting on challenges – open and pending Support tickets as well as high priority issues
• Provide reports to Sales Team on high priority client challenges

Golf Experience (Preferred):

• In-depth knowledge of golf (player or industry experience)
• Understanding of various roles at a golf course

REQUIREMENTS:

• Client-centered approach
• Excellent communication (written and verbal)
• Excellent organisational skills
• Driven and self-motivated 
• Strong time-management skills
• Previous experience with CRM system
• Good problem-solving skills
• Ability to work independently
• Outcomes-driven
• Analytical Skills

RELEVANT EDUCATION AND EXPERIENCE:

• Matric (required)
• Graduate studies or relevant technical support experience
• Min 2 year’s experience in Technical Support role
• Experience in Data Analysis and Reporting
• Knowledge of golf (preferred)
• Experience working with remote team (advantageous)