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Technical Support Specialist

2 months ago

Carlsbad, United States Full Swing Golf Full time

Technical Support Specialist - Tier II (Launch Monitor)

WFH Flexible 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 Launch Monitor team As a **Launch Monitor** (LM) **Technical Support Specialist Tier II**, you will resolve complex issues requiring detailed systems and applications knowledge to both customers and Partners, manage case logs and resolutions, and maintain an exceptional level of customer service. In addition, you will work closely with our Development and QA teams to report issues discovered in the field and provide testing support for new LM features and enhancements.

**Primary Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Diagnose, troubleshoot, and resolve LM and iOS 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

* Document and report bugs/issues discovered in the field

* Perform test verification/validation on new LM features and enhancements

* Create and execute test plans

Requirements **Education, Experience & Skills**

* Technical or Computer related degree or equivalent experience and

* 2 + years providing technical support (phone, email, chat) with strong trouble-shooting skills

* Technical experience with Apple iOS, including settings, updates, connectivity, TestFlight, troubleshooting, etc. on iPhone, iPad, and Apple Watch

* Ability to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient manner

* Intermediate knowledge and troubleshooting skills for local area networks, Wi-Fi, and Bluetooth

* Familiarity with golf terminology (frequent golfer a big plus)

* Familiarity with QA test procedures

* Strong customer service and support skills

* Strong telephone skills

* Must be patient, self-motivated, detail oriented, and disciplined in time management

* Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment

* Follow up to ensure resolution and customer satisfaction

**Preferred Education, Experience & Skills**

* Knowledge and use of ZenDesk, Salesforce, MS Office, Jira, and Confluence

* Ideal candidates play golf on a frequent basis and have a strong knowledge of the game, rules, etiquette, and terminology