Customer Success Technical Support Specialist - Cape Town, South Africa - Tagmarshal
Description
Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK and South Africa.
Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within his or her 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.
Position:
Customer Success Technical Support Specialist
Commencement:
Immediate
Contract:
Full-time
Work hours:2PM - 11PM (First month is Mon - Fri 8:30 to 5PM)
Shifted days:
Thurs to Mon (First month is Mon - Fri 8:30 to 5PM)
Location:
Cape Town CBD, South Africa
Remuneration:
Commensurate with qualifications and experience
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 setup 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
- Flag highpriority 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 backend monitoring of problem devices and incomplete rounds
- System cleanups
- Remote Technical Support to onsite technicians
- Start of season device testing
- End of season device deactivation
Client Relationship & Reporting:
- Follow up on supportrelated 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 (Advantageous):
- Indepth knowledge of golf (player or industry experience)
- Understanding of various roles at a golf course
REQUIREMENTS:
- Clientcentered approach
- Excellent communication (written and verbal)
- Excellent organisational skills
- Driven and selfmotivated
- Strong timemanagement skills
- Previous experience with CRM system
- Good problemsolving skills
- Ability to work independently
- Outcomesdriven
- 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 (advantageous)
- Experience working with remote team (advantageous)
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