Customer Support Specialist I

foreUP Golf

65d

About The Position

foreUP provides the industry's best software for managing golf courses. We prove it every year by growing quicker than any other company in the space and servicing the most well-known courses around the nation. We run every aspect of a club including the restaurant, the reservation system, the pro shop, and retail store, their marketing, CRM, and member billing. Our strength is in the breadth of solutions we provide and our drive is to make it easier for these small club owners to provide the best experience.

Our Customer Support Specialist I is required to handle incoming customer calls and to provide detailed initial troubleshooting and, whenever possible, problem resolution. They are trained on basic features and functionality of our SaaS (software as a service) products to allow for first touch resolution on functional issues. Our Support Specialists’ triage incoming requests by gathering information, documenting issues within the ticket tracking system, setting priorities, and managing customer expectations in accordance with our published service level agreement.

Requirements

• Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat).
• Technically savvy with curiosity for how software works and drive to master new software/technologies.
• Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical.
• Ability to multi-task effectively in an energetic, fast-paced environment.
• Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud).
• A minimum of 1 year of experience in a customer-facing role.

Nice To Haves

• College degree preferred and/or up to a year of equivalent relevant experience.
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required.

Responsibilities

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails.
• Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office.
• Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams.
• Provide excellent customer service through all support channels and ongoing ticket management.
• Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers.
• Create documentation and knowledge base articles to improve service delivery.
• Take ownership of customer issues and provide resolution or escalate when necessary.
• Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met.
• Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed