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)