Technical Support Representative

4 days ago

Concord, Canada Full Swing Full time

**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.

This position is located in Concord, Canada.

**Requirements**:
**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
- Managing calls in queue
- Develop in depth knowledge of tracking and product expert on third-party devices

**Required Education, Experience and Skills**
- Technical or Computer related degree or equivalent experience and
- 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
- 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 Zendesk
- Knowledge and use of Salesforce
- Understanding of Sports (particularly golf) terminology

**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.

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