Technical Support Specialist

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.