Technical Support Specialist in Antrim

BRS Golf Ltd, a division of NBC Sports Next, is an innovative technology company that powers solutions for golfers and golf courses to better connect. At BRS Golf, our course management software and services help our Golf Course partners increase their rounds and revenue and manage their business operations. GolfNow is the world’s largest online tee time marketplace, used by over 3.5 million golfers worldwide. From our award-winning international HQ offices in Belfast, we are driving forward and reshaping an entire industry, building innovative new web-based and mobile products, and assisting golf course operators to manage profitable and sustainable businesses. We take pride in offering an exceptional team member experience with generous benefits and perks designed to offer financial security, support wellbeing and enhance work-life balance. This is a great opportunity to advance your career and be a part of an exciting business with plans for significant future growth.

The Technical Support Specialist will be a key member of the wider Customer Success Team. Our high performing team members are passionate about delivering excellence in customer service and are responsible for the support and success of our customers across the BRS Golf product suite. In delivering the key responsibilities of the role, the Technical Support Specialist will:

• Develop a strong understanding and in-depth knowledge of our tools and platforms to best assist end users in optimizing these to support their golf course operations activities.
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat.
• Determine the issue, conduct a root cause analysis and thereafter provide technical support and guidance by stepping our customers through appropriate solutions.
• Escalate technical incidents to relevant departments and communicate client feedback to help identify new features or potential improvements to our products.
• Record and maintain case logs to document all activities in line with internal processes and set procedures.
• Contribute to the formation of self-service tools and guidance for clients as well as other internal teams.
• Participate in team meetings, project streams, events and activities that develop strong working relationships and encourage a supportive team working environment.
• Identify and report bugs or product enhancements to the development team.
• Collaborate with other teams to resolve customer issues in a timely manner.
• Contribute to cross team knowledge sharing and the coaching of new hires as they begin their career journey with the BRS Golf family.
• Undertake other duties as assigned.

It is essential that candidates have:

• 1+ year of experience in a customer focused environment within the technology sector.
• Experience using communication/CRM platforms such as Salesforce and remote support tools.
• Experience using JIRA or other similar ticketing systems.
• Be technology savvy with a sense of curiosity and desire to continue learning new technology.
• Experience of call handling, determining, and resolving end user issues and coaching users in the use of tech products and services.
• Ability to multitask and prioritise tasks in a fast-paced environment.
• Able to demonstrate a proactive approach with good time management and autonomy in delivering excellent customer service.
• Experience of working in a motivating, fast paced team environment, engaging with colleagues, and contributing to collective efforts.

Additional skills and experience that would be desirable:

• Bachelor's Degree in a relevant discipline such as Computer Science, Business, Communications or equivalent.
• Familiarity with languages such as HTML/CSS.
• A passion and interest in sports and sports technology.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, colour, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com.