Customer Success Support Specialist

Company: Tagmarshal

Position: Customer Success Support Specialist

Commencement: Immediate

Contract: Full-time

Work hours: Shifts

Location: Cape Town, South Africa

Remuneration: Commensurate with qualifications and experience

*Please note that knowledge of golf is a requirement for this position.*

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.

Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK, the UAE, Africa and the Asia-Pacific region. Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within their team.

You will be trained on and acquire in-depth system and product knowledge, to confidently resolve a variety of common requests and successfully identify type and severity of issue to ensure optimal escalation to other departments.

WHY WORK WITH TAGMARSHAL?

Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.

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)