Title: Customer Support Specialist

Reporting to: Head of Product Management and Support

About Orbis Golf

Orbis Golf is a sports company focused on technology, programming, and management contracts. Our software solutions combined with our coaching programmes provide golf coaches, golf clubs and academies with all the resources they need to operate their coaching business.

Orbis Golf are looking to take on a Customer Support Specialist to manage our support channels and deliver customer support to our customers worldwide.

Role

To manage the onboarding and ongoing software support to new and current customers through our support channels.

To manage and train the support team ensuring KPIs are achieved, and service level agreements are adhered to.

Key Responsibilities

Onboarding New Clients

• Setting up of accounts/systems for new customers.
• Complete initial customer training requirements as part of onboarding process, ensuring new customers are proficiently using the system at the point of handover.

Customer Support

• Manage inbound customer support through FreshDesk and FreshChat solutions.
• Attending to email and ticket requests, solving customer issues, and offering guidance.
• Reporting issues/bugs to the development team and monitoring updates and resolutions to report back to customers.
• Deliver training and support calls for customers keeping them up to date with new features and system enhancements.
• Manage solutions for customer support, developing with industry trends, and restructuring where appropriate.
• Liaise and work closely with the product manager and programming manager to create a cohesive operation and customer experience within the GLF.Connect software.

Training Hub & LMS Management

• Manage the design and functionality of the LMS (Learning Management System) including all system support content.
• Create and maintain ‘How To’ videos and articles.
• Build and maintain ‘Training Courses’ for software customers.
• Create and publish ‘Product Articles’ to our Knowledge Base.
• Create and publish ‘Feature Updates’ email campaigns.

Location and Commitments

Candidates will be expected to work from home but on occasion will be expected to travel for team meetings as and when required. Preferred working hours are US Central time, but EST and GMT are acceptable.

Candidate Requirements

Successful candidate must be a confident communicator with excellent problem-solving skills. Must be able to always show a high level of professionalism and patience and have a friendly people first attitude.

Experience working in help desk software and remote support solutions is preferred. A keen interest in golf is preferred but not necessary.

● Salary: £20,000 - £24,000

● Equipment & Expenses: Company laptop, and travel expenses to monthly team meetings.

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday

Application question(s):

• You will be expected to attend a monthly team meeting in Salisbury (travel expenses covered), will you be able to travel to Salisbury once a month?

Application deadline: 10/02/2023

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