How you’ll role As a Customer Support Specialist, youll be the first point of contact for clients, providing technical support, troubleshooting system and device issues, and ensuring customers get maximum value from our golf course optimization solutions. Youll manage support tickets, deliver clear communication, and collaborate with internal teams to resolve challenges. The role also involves proactive system monitoring, reporting on support performance, and contributing to product improvements. Flexibility for after-hours and weekend support is essential. What you’ll do Customer Support & Technical Troubleshooting Manage, update, and monitor support tickets through the CRM system Act as first-line technical support, assisting customers with system queries, device challenges, and feature-related troubleshooting Identify the type and severity of issues, applying problem-solving skills to resolve where possible and escalating to Developers, Technical Coordinators, or other departments when necessary Provide technical walkthroughs, set-up assistance, and system adjustments to ensure clients get maximum value from solutions Proactively monitor back-end systems, including device health, data feeds, and incomplete rounds, to identify and address potential problems before they impact clients Conduct device testing (pre-season activation, in-season diagnostics, end-of-season deactivation) and support local and international technical teams Deliver remote technical support for on-site technicians, ensuring efficient resolution of escalated issues Utilize technical knowledge of APIs, integrations, and system configurations when liaising with Development and Operations teams Provide after-hours and weekend support as golf is primarily a weekend sport, with clients operating across multiple time zones. Flexibility during peak usage times is an essential part of the role Client & Stakeholder Engagement Manage direct communication with clients and internal stakeholders through email, live chat, and phone calls, ensuring timely updates and professional resolution Follow up on support-related queries until successful resolution, providing clear explanations to both technical and non-technical stakeholders Build strong client relationships by delivering value-driven support, clear communication, and proactive outreach Communicate recurring technical challenges to Developers, Technical Coordinators, and Product teams, contributing to product and process improvements Provide updates to Sales Partners and the Customer Success team regarding course challenges, feature requests, and client feedback Reporting & Continuous Improvement Report on Support KPIs, service-level performance, and resolution turnaround times to Management Prepare weekly reports on open, pending, and high-priority tickets, highlighting risks and resolutions Share client insights and feedback with internal teams to drive continuous improvement in support processes and system performance Participate in knowledge base updates, documentation, and training materials to strengthen first-line resolution What you’ll need Ability to balance technical troubleshooting with customer experience, ensuring clients feel supported and valued Excellent written and verbal communication, including confidence in making client and stakeholder calls Comfortable learning and working with SaaS platforms, APIs, integrations, and system configurations Ability to quickly assess issue severity, troubleshoot effectively, and escalate with clear technical context Experience engaging with Developers, Technical Coordinators, and cross-functional teams to resolve client challenges Ability to manage multiple tickets, tasks, and deadlines in a fast-paced environment Proactive mindset with the ability to work independently, take ownership, and drive resolution to completion Experience with CRM Systems & Support Tools prior experience managing support tickets and client records Willing to expand technical knowledge and adapt to evolving products, systems, and processes Availability to support clients on weekends or evenings when required Relevant education & experience In-depth knowledge of golf (player or industry experience) Understanding of various roles at a golf course Matric (required) Graduate studies or relevant technical support experience Min 2 years experience in a Technical Support role Experience in Data Analysis and Reporting Knowledge of golf (advantageous) Experience working with a remote team (advantageous)
