Product Support Specialist

Versant Media, LLC; Belfast City District; On-site; GBP 26,000 - 38,000; Full time

Job summary

Versant Media, LLC is seeking a Product Support Specialist to help GolfNow B2B customers maximize the technology portfolio. You will provide friendly, reliable support across products, resolve issues, and guide customers through effective next steps while ensuring smooth operations.

You will collaborate with Implementation, Product and Engineering teams, participate in weekend rota, and maintain accurate Salesforce case records, delivering a joined-up customer experience.

Qualifications

• Experience in customer-facing roles or customer service.
• Ability to explain technical information clearly to non-technical users.
• A practical and curious approach to problem solving and issue investigation.
• Ability to manage priorities in a busy support environment.

Responsibilities

• Provide first-class support for GolfNow B2B technology, taking ownership from first contact to resolution or escalation.
• Support customers via email, phone and online channels with clear, approachable language.
• Diagnose product, configuration and workflow issues and guide customers on next steps.
• Maintain Salesforce case records and provide timely customer updates.
• Escalate complex incidents and communicate progress to customers and teams.
• Identify repeat issues and share evidence with Product and Engineering teams.

Skills

Customer-facing communication

Problem solving

Prioritisation

Team collaboration

Weekend availability

Tools

Salesforce

Jira

Job description

Job Description

As a product Support Specialist, you will help golf-course customers get the most from the full GolfNow
B2B technology portfolio. You will provide friendly, reliable and practical support across our products,
helping customers resolve issues, understand how to use the technology and keep their operations
running smoothly.
You will work closely with Implementation, Product and Engineering colleagues. The role includes
scheduled weekend cover as part of a team rota, so you must be available to work weekends when
required.

• • Provide first-class support for the full range of GolfNow B2B technology, taking ownership of customer
  enquiries from first contact through to resolution or clear escalation.
• • Support customers through email, phone and online channels, using clear and approachable language
  that matches their level of technical knowledge.
• • Diagnose product, configuration and workflow issues; investigate the likely cause; and guide customers
  through effective next steps.
• • Provide scheduled weekend support as part of the team rota, helping to maintain a consistent service
  for customers.
• • Manage and prioritise a varied case workload, keeping accurate records in Salesforce and ensuring
  customers receive timely updates.
• • Escalate complex incidents to the appropriate teams, provide useful investigation detail and remain
  responsible for communicating progress to the customer.
• • Identify repeat issues, product defects and improvement opportunities, then share clear evidence and
  customer impact with Product and Engineering teams.
• • Create and maintain useful support content, including customer guidance, knowledge articles and
  internal troubleshooting material.
• • Build product knowledge across the GolfNow B2B portfolio and stay current with releases, changes
  and known issues.
• • Work collaboratively with Implementation, Product, Engineering and commercial teams to provide a
  joined-up customer experience.
• • Contribute to a positive, inclusive and high-performing support culture by sharing knowledge and
  supporting colleagues.

Qualifications

• • At least one year of experience in customer support, customer service, operations or a similar
  customer-facing role; experience in a technology environment is an advantage.
• • Confidence communicating with customers by phone and in writing, with the ability to explain technical
  information clearly and calmly.
• • A practical and curious approach to problem-solving, with the confidence to investigate issues and ask
  the right questions.
• • Ability to manage priorities in a busy environment while maintaining a high standard of customer care.
• • Experience using CRM, case-management or ticketing tools such as Salesforce and Jira, or the ability
  to learn them quickly.
• • Comfort using digital products and learning new systems, tools and workflows.
• • A collaborative approach, good judgement and a willingness to take ownership.
• • Availability to take part in scheduled weekend support cover.

Additional Information

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, color, 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 [e-mail].