Technical Support Specialist

TL;DR

Technical Support Specialist (Customer Success): Providing technical assistance and root cause analysis for the BRS Golf product suite with an accent on optimizing end-user operations and incident resolution. Focus on identifying product bugs, collaborating with development teams, and creating self-service guidance for clients.

Location: Belfast, United Kingdom

Company

BRS Golf Ltd (a division of hirify.global) is an innovative technology company providing course management software and digital marketplace solutions for golfers and golf courses worldwide.

What you will do

• Respond to inbound customer inquiries and requests via email, phone, and online chat.
• Conduct root cause analysis to determine issues and provide technical guidance to end users.
• Escalate technical incidents to relevant departments and communicate client feedback for product improvement.
• Maintain detailed case logs to document all activities in accordance with internal processes.
• Contribute to the creation of self-service tools and guidance for clients and internal teams.
• Identify and report bugs or product enhancements directly to the development team.

Requirements

• 1+ year of experience in a customer-focused environment within the technology sector.
• Experience using CRM platforms such as Salesforce and various remote support tools.
• Proficiency with JIRA or similar ticketing systems.
• Ability to multitask and prioritize tasks efficiently in a fast-paced environment.
• Proactive approach with strong time management and autonomy in delivering customer service.

Nice to have

• Bachelor's Degree in Computer Science, Business, Communications, or a relevant discipline.
• Familiarity with HTML/CSS.
• A passion and interest in sports and sports technology.

Culture & Benefits

• Generous benefits and perks designed for financial security and wellbeing.
• Strong emphasis on enhancing work-life balance.
• Opportunities for career advancement within an exciting, growing business.
• Supportive team environment with a focus on collective efforts and coaching.