Careers @ Foresight Sports Europe
Support Technician

Guildford, Surrey, UK

Summary

Optimum Golf Technologies is the exclusive manufacturer, distributor, and support centre for a number of golf technologies across the UK, Europe, Middle East, and Africa. Our products range from the industry leading GCHawk & GCQuad Launch Monitors through to full immersion indoor golf simulators. 

Based in Guildford, Optimum Golf Technologies is one of the fastest expanding technology companies in the golf industry today, with a customer base covering indoor golf centres, hotels, golf clubs, cruise liners, resorts, and private homes.

Your core responsibilities will include

  • 1st Line Technical Support
  • To ensure all genuine tickets are logged into the support system with “spam” tickets removed.
  • To gather all relevant information and ensure all necessary troubleshooting data has been provided (photos, videos, etc)
  • To ensure formatting of all new tickets reflects the key data required
  • To review Support Contract expiry dates and alert Sales if Support is near or has expired

Daily duties include

  • To ensure the ticket status is always accurate and up to date
  • To resolve and close tickets within the terms of the SLA & Support Contracts
  • To actively manage any new, unassigned or suspended tickets
  • To ensure all tickets are merged as required and new/duplicate tickets are archived/deleted
  • To engage with Customers after initial diagnosis and ensure all relevant data has been gathered to troubleshoot any issues
  • To actively engage with Customers using the most appropriate tools at your disposal (calls, email, ZoHo, Webex, etc)
  • To keep the Customer updated (in a timely manner & in line with Support Contract) if resolution of the ticket is protracted

Secondary duties include

  • Identify & support continuous improvement initiatives intended to enhance departmental efficiencies and the customer’s experience
  • Escalation of tickets and/or situations to the appropriate senior member of the team
  • Respond to technical queries from the Sales Department
  • Assist Hardware team with maintenance of our demonstration arena
  • Contribute towards (writing, editing, and/or revising) Knowledge Base articles and resources

Qualifications and Skills

  • Good written and oral communication in English (written and oral)
  • 1-2 years’ direct 1st line experience in a challenging, fast paced environment
  • Analytical with excellent attention to detail
  • Methodical & process driven
  • Ability to self-motivate, prioritise, and manage own workload
  • Excellent verbal and written communication skills
  • Flexible and pragmatic – an ability to self-plan and respond to shifting priorities
  • The ability to grasp technical concepts and new product functionality quickly
  • Commitment to deliver value to the business and actively promote a positive working environment

Salary & Benefits

  • Salary will be based on skills and level of experience
  • 20 Days Holiday increasing by 1 day per year to a maximum of 25 days
  • Pension contribution

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