Customer Support Specialist I – Software

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🕒 July 18

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foreUP Golf

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2011

💼 Consulting

📣 Marketing

✈️ Travel

💰 Seed on 2011-09

Consulting • Marketing • Travel

foreUP Golf is a cloud-based SaaS platform that provides comprehensive management tools for golf courses and clubs. It offers tee sheet and booking software, point-of-sale and billing systems, payments processing, AI-powered business intelligence dashboards, branded mobile apps, marketing (email & text), tournament and maintenance management, and website and managed marketing services. The platform is built for golf course operators to streamline operations, boost revenue, and improve customer engagement.

📋 Description

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails. • Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office. • Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams. • Provide excellent customer service through all support channels and ongoing ticket management. • Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers. • Create documentation and knowledge base articles to improve service delivery. • Take ownership of customer issues and provide resolution or escalate when necessary. • Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met. • Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets.

🎯 Requirements

• Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat). • Technically savvy with curiosity for how software works and drive to master new software/technologies. • Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical. • Ability to multi-task effectively in an energetic, fast-paced environment. • College degree preferred and/or up to a year of equivalent relevant experience. • Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required. • Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud). • A minimum of 1 year of experience in a customer-facing role.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities