Note: The job is a remote job and is open to candidates in USA. foreUP Golf provides software solutions for managing golf courses, including reservations, CRM, accounting, retail, marketing, and member billing. The Customer Support Specialist I serves as the first point of contact for customer requests, providing troubleshooting, technical support, ticket management, issue resolution, and escalation while coordinating with internal teams.
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
Skills
- 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
- 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
Benefits
- You can work fully remote in this position, provided you have eligible working rights in the United States and do not require sponsorship.
- As an Xplorer, you will be part of a global network of talented colleagues who will support your success.
- We give people the tools they need to deliver great work and grow at speed.
Company Overview