Technical Support Representative Level II

COMMON - A Users Group; Carlsbad (CA); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company in the sports simulation industry seeks a Technical Support Representative II to provide exceptional support to customers and distributors. The role requires diagnosing issues, managing case logs, and ensuring customer satisfaction in a fast-paced environment. Ideal candidates have technical degrees, experience in customer service, and strong troubleshooting skills.

Qualifications

• 2+ years providing technical support (phone, email, on-site).
• Extensive knowledge of Windows XP, Windows 7, MS Office; Mac OSX a plus.
• Strong telephone skills and customer support.

Responsibilities

• Diagnose, troubleshoot, and resolve issues over the phone.
• Create and document case history and Knowledge Base Articles.
• Manage case logs and follow up for customer satisfaction.

Skills

Troubleshooting

Customer Service

Technical Skills

Networking

Time Management

Education

Technical or Computer related degree

Tools

Zendesk

Salesforce

Job description

Description

Full Swing Simulators is the largest US-based producer of golf and sport simulators that has been chosen as the Official Licensee of PGA TOUR and the Official Simulator Partner of the Golf Channel. Full Swing is the only company that gives players patented dual-tracking technology, combining high-speed cameras and infrared light wave technology provide unmatched swing data and real-time ball feedback. Users can dynamically experience more than 13 sports including golf, featuring the world's most iconic courses with the most innovative software in golf simulation. Team Full Swing boasts PGA TOUR Players Tiger Woods, Justin Rose, Jordan Spieth, Gary Woodland, Brandt Snedeker, Jason Day, the LPGA's Brooke Henderson, the NBA's Steph Curry and the NFL's Patrick Mahomes.

Being a part of Full Swing means joining a growing brand and team of people dedicated to innovating new experiences for golfers and athletes around the globe. Whether it is working on the most innovative technology in the industry, marketing our story with the best athletes in sports, selling to a growing audience that is looking for the latest in sports entertainment or helping our customers have the best possible experience, Full Swing has opportunities to be a part of a team that continues to develop and expand.

We are looking for a highly motivated team player to join our outstanding customer service team! As a Technical Support Representative II, you will provide top-tier technical support to both customers and distributors, manage case logs and resolutions, and maintain an exceptional level of customer service.

Primary Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Create Knowledge Base Articles based on case resolutions
• Follow up to ensure resolution and customer satisfaction
• Basic Knowledge of tracking and third-party devices (ex. Laster shot, swing catalyst)
• Managing calls in queue
• In depth knowledge of tracking and product expert on one of the third-party devices
• Managing calls in queue

Work Environment

This job operates in various environments such as customer locations, homes and offices. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and/or move items over 50 pounds and on occasion 150 pounds (two-person lift).

Position is currently 100% remote; Local candidates preferred however, long term remote work may be considered in the following states: (AR, AZ, CA, CO, FL, ID, IL, MD, MI, MN, NC, PA, SC, SD, TX)

Requirements

Required Education, Experience & Skills

• Technical or Computer related degree or equivalent experience and
• 2 + years providing technical support (phone, email, and/or on-site)
• Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plus
• Ability to build, configure, troubleshoot, and repair PC’s
• Ability to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient manner; Knowledge and use of Zendesk a plus
• Intermediate knowledge of networking hardware and configuration
• Strong customer service and support skills
• Strong telephone skills
• Must be patient, self-motivated, detail oriented, and disciplined in time management
• Willing to perform multiple duties and tasks, and assist Technical Director with various assignments
• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Create Knowledge Base Articles based on case resolutions
• Follow up to ensure resolution and customer satisfaction

Preferred Education, Experience & Skills

• Knowledge and use of Salesforce a plus

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.