Hybrid Technical Support Specialist - Partner Care

Versant; Florida; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Versant is seeking a Support Specialist for the Partner Care Support team to assist golf courses with our proprietary software. The role blends industry knowledge with technical troubleshooting to help clients run their businesses efficiently.

The position is hybrid, primarily based from our Orlando, FL office, with potential remote elements as required. Candidates should be tech-fluent, customer-focused, and capable of learning new software quickly.

Qualifications

• Tech-savvy with Windows & Office; basic networking knowledge.
• Ability to rapidly learn our software and adapt to new technologies.
• High energy, engaging personality with patience for all users.
• Bachelor’s degree in IT/CS or related field preferred; IT certifications beneficial.
• Certifications such as CompTIA A+/Network+ or Google IT Support are a plus.

Responsibilities

• Be a resource for customers by offering solutions to technical challenges.
• Provide exceptional customer service to golf course operators using our software.
• Remote connect to customer PCs to train, install, configure, and troubleshoot.
• Resolve issues including tablet configurations, printing, Bluetooth, port forwarding, and basic SQL queries.
• Consult clients on how to maximize revenue and improve business efficiency with our software.
• Maintain relationships with clients and escalate issues to the Golf Business Support Manager.
• Document details in Salesforce cases and suggest product/process improvements.

Skills

MS Windows & Office

Networking basics (TCP/IP, LAN)

Learn new software quickly

Customer service

Communication skills

Education

Bachelor's degree in IT/CS or related field

IT certifications (CompTIA A+/Network+)

Tools

Salesforce.com

NBC Sports Next

GolfNow

EZLinks

Job description

VERSANT (Nasdaq: VSNT) is an industry-changing media and entertainment business and home to trusted brands that shape culture, inform audiences, and build lasting connections. It operates across four core markets: political news and opinion, business news and personal finance, golf, and sports and genre entertainment. These markets are served through a powerful portfolio of iconic and innovative brands, including CNBC, MS NOW, USA Network, Golf Channel, Oxygen, E!, SYFY, and Versant's sports division USA Sports, along with complementary digital assets including Fandango, Rotten Tomatoes, GolfNow and GolfPass.

We are looking to fill a Support Specialist position on our Partner Care Support team. Our Team is responsible for consulting on all matters regarding our technology solutions which Partner Golf Courses use to successfully run their businesses. This role performs a large variety of tasks, acting as both an industry and technology consultant in providing elite service rarely found in the golfing industry. If you have a passion for solving problems and helping people improve their businesses, this is a great job for you.

Job Duties

• Be a resource for our customers by offering solutions to their technical challenges
• Offering exceptional customer service by speaking directly to golf course operators that use our proprietary software.
• Remote connect to customer PCs to provide training sessions, installation of software, adjust configuration settings, and/or identify and troubleshoot issues.
• Solve technical issues that may include tablet configurations, Windows printing, receipt printing, Bluetooth painting, port forwarding, resolving IP conflicts, and running basic SQL queries.
• Consulting clients on how to best utilize our software to maximize revenue and improve business efficiency.
• Serving our valued partners by establishing and maintaining relationships with clients.
• Escalate issues to Golf Business Support Manager, assisting and assuring solutions are implemented
• Document pertinent information and investigation details in Salesforce cases
• Show initiative by making product suggestions or noting improvements in internal processes

Basic Qualifications

• Tech-savvy with a working knowledge of MS Windows & Office, and an introductory or above understanding of networking, TCP/IP and LAN functionalities.
• Ability to rapidly learn our software and demonstrate competence with new technologies and software applications.
• High energy and engaging personality with patience for all levels of technology users required
• Experience may include any of the following:
  • Technical background in a help desk environment that required customer service skills
  • Education or degree in any of the following areas: Information Technology (IT), Computer Science, Networking, Database Management, System Administration, Web Design/Development, CyberSecurity, Software Development, or other relevant technical areas
  • Technical Certifications - CompTia, A+, Network+, Google IT Support Professional, etc.

Desired Qualifications

• Bachelor’s degree in Computer Science, IT, or related field preferred
• Owner of one of more of the following IT certifications: A+, Network+, MTA or higher.
• Prior experience with NBC Sports Next, GolfNow, or EZLinks software
• Administration, management, or support of point-of-sale software in a retail or F&B environment, and/or online reservation systems
• Familiarity with SalesForce.com desired
• Knowledge of golf preferred, with previous experience in golf and technology products strongly desired
• Advanced problem solving and analytical skills a plus

Additional Job Requirements

• Hybrid: This position has been designated as hybrid, generally contributing from the Orlando, FL office a minimum of four days per week (Monday - Thursday)
• Willingness to work overtime, including weekends or on-call, with flexibility

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].

VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.