AgileGrid Solutions
Customer Support Representative
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About The Company
DotGolf International Ltd is a leading international golf technology company dedicated to developing innovative software, systems, and solutions tailored for golfers, golf clubs, and golf organizations worldwide. Our mission is to create cutting-edge technology that fosters the growth of the game of golf, making it more accessible and enjoyable for players of all levels. With a robust client base that includes 21 national golfing associations, over 5,000 golf clubs, and approximately 2.5 million golfers, DotGolf has established itself as a trusted provider in the golf industry. Our UK hub, based in Lincoln, plays a vital role in delivering round-the-clock support to our customers across Europe and Africa, ensuring seamless service and continuous innovation. As we look to expand our reach and enhance our offerings, DotGolf remains committed to excellence, growth, and technological advancement in the sport of golf.
About The Role
We are seeking a highly motivated and customer-focused Support Specialist to join our dynamic team. This role is pivotal in delivering exceptional customer service to our diverse client base, assisting with inquiries, resolving issues, and ensuring a positive experience with our products and services. The successful candidate will act as a key point of contact for customers, providing timely and professional support through various channels including phone, email, and support ticket platforms. The Support Specialist will work closely with the support team to troubleshoot problems, escalate complex issues when necessary, and proactively identify customer needs to enhance satisfaction. This role offers an exciting opportunity to be part of a forward-thinking company that values creativity, innovation, and team collaboration, all while supporting the growth of the global golf community.
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Qualifications
The ideal candidate will possess a minimum of 2 years of experience in customer service or a related field, demonstrating excellent communication skills in English, both written and verbal. A personable and enthusiastic attitude is essential to relate well with customers and team members. Strong problem-solving abilities, creative thinking, and the capacity to work independently are crucial, alongside being a reliable team player. The role requires the ability to multitask efficiently in a fast-paced environment, with a keen eye for detail and strong organizational skills. Experience with remote support systems, user training, and documentation of systems is advantageous. Candidates must have the right to live and work in the UK and be willing to travel to our Lincoln hub as needed. A passion for sports, particularly golf, is preferred but not mandatory. Flexibility to work a set schedule of Thursday to Sunday, from 7 am to 3 pm, to support customers across different time zones during peak golfing hours, is required.
Responsibilities
- Responding to customer inquiries promptly and professionally via phone, email, or support ticket systems.
- Resolving customer complaints and issues efficiently, escalating complex problems to appropriate teams when necessary.
- Proactively identifying customer needs and concerns to ensure their satisfaction is key.
- Collaborating with the support team to troubleshoot and resolve technical issues.
- Providing accurate information about products and services.
- Contributing to continuous improvement of support processes.
- Maintaining detailed records of customer interactions, feedback, and resolutions for quality assurance and service enhancement.
- Participating in training sessions, updating documentation, and supporting the onboarding of new users to ensure they maximize the benefits of our solutions.
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Benefits
- Flexible work policies, including options for remote working.
- A modern, friendly office environment.
- 22 days of annual leave, along with birthday leave and additional annual leave gifting.
- Health and well-being support.
- A 3x salary Death in Service benefit.
- Free parking at our Lincoln office.
- A competitive remuneration package that reflects your skills and experience.
- Opportunities for professional development and career growth.
Equal Opportunity
DotGolf International Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, regardless of race, gender, age, disability, religion, or sexual orientation. We believe that diverse teams drive innovation and excellence, and we are dedicated to ensuring a fair and equitable recruitment process. If you require reasonable adjustments during the application or interview process, please inform us via a separate email. We look forward to welcoming motivated and talented individuals who share our passion for golf and technology to our team.
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