Multimedia Support Specialist

2 weeks ago


Carlsbad, United States Full Swing Golf Full time
Overview

Full Swing Simulators stands as the premier producer of golf and sports simulators in the United States, proudly recognized as the Official Licensee of the PGA TOUR and the Official Simulator Partner of the Golf Channel. Our innovative dual-tracking technology, which integrates high-speed cameras with infrared light wave technology, delivers unparalleled swing data and instantaneous ball feedback. Users can engage in over 13 sports, including golf, while experiencing some of the most renowned courses through our cutting-edge software. Our team includes celebrated athletes such as Tiger Woods, Justin Rose, and Steph Curry, among others.

Joining Full Swing means becoming part of a dynamic brand and a team committed to revolutionizing experiences for golfers and athletes worldwide. Whether you are involved in advancing industry-leading technology, marketing our narrative alongside top athletes, or enhancing customer experiences, Full Swing offers numerous opportunities for growth and innovation.

We are seeking a dedicated and enthusiastic individual to fulfill the role of Multimedia Support Specialist. In this position, you will ensure that customers enjoy an immersive experience with Full Swing Golf simulators, maintaining the highest standards of sensory engagement. Your role will involve creating a seamless technology ecosystem by delivering exceptional technical support to both clients and installation teams, managing case documentation, and upholding superior customer service standards.

Key Responsibilities

  • Act as an advocate for the Full Swing university learning environment, utilizing it to enhance company performance.
  • Analyze and resolve technical issues via phone, email, or chat in a fast-paced setting.
  • Oversee returned materials, identify failure modes, and recognize trends.
  • Maintain case logs and ensure timely resolution while following up to guarantee customer satisfaction.
  • Troubleshoot electrical problems using diagnostic tools (DMM, oscilloscope, etc.).
  • Address PC connectivity challenges.
Reporting Duties

  • Communicate common issues and trends to relevant stakeholders.
  • Utilize formal root cause analysis to propose design or installation enhancements.
  • Schedule regular meetings to discuss root cause findings.
  • Contribute to the documentation and summarization of recurring issues.
Training and Development

  • Collaborate with third-party support partners to convert internal documents into customer-facing resources.
  • Develop fault trees for frequent field issues.
  • Work alongside R&D and Engineering to create internal knowledge base articles for support staff training.
  • Utilize field failure data to develop educational materials aimed at improving installations.
Subject Matter Expertise

  • Provide insights on audio/visual systems (computers, monitors, projectors, sound systems, etc.).
  • Execute computer functions and connect PCs to external devices.
  • Assist in the creation of preventative maintenance guides for A/V equipment.
  • Serve as the primary contact for external support teams.
Work Environment

This role requires adaptability to various settings, including customer locations and offices. The physical demands include frequent communication, active engagement, and the ability to lift and move heavy items.

Qualifications

  • A technical or computer-related degree or equivalent experience of 4+ years.
  • Familiarity with best practices in cable management (video, audio, networking, power, etc.).
  • Excellent communication and troubleshooting skills.
  • Proficient in Windows XP, Windows 7, and MS Office.
  • Experience in building, configuring, troubleshooting, and repairing PCs.
  • Familiarity with Salesforce.
  • Must demonstrate patience, self-motivation, attention to detail, and effective time management.
Additional Responsibilities

Travel to various work sites and supplier locations may be necessary to meet business requirements.
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