Support Specialist, Partner Care [Remote]
NBCUniversal is one of the world's leading media and entertainment companies. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.
Job Description
NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology. At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more. At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences. Come join us as we work together as one team to innovate and deliver what's Next. We are looking to fill a Support Specialist position on our Partner Care Support team. Our Team is responsible for consulting on all matters regarding our technology solutions which Partner Golf Courses use to successfully run their businesses. This role performs a large variety of tasks, acting as both an industry and technology consultant in providing elite service rarely found in the golfing industry. If you have a passion for solving problems and helping people improve their businesses, this is a great job for you. Job Duties
- Be a resource for our customers by offering solutions to their technical challenges
- Offering exceptional customer service by speaking directly to golf course operators that use our proprietary software.
- Remote connect to customer PCs to provide training sessions, installation of software, adjust configuration settings, and/or identify and troubleshoot issues.
- Solve technical issues that may include tablet configurations, Windows printing, receipt printing, Bluetooth painting, port forwarding, resolving IP conflicts, and running basic SQL queries.
- Consulting clients on how to best utilize our software to maximize revenue and improve business efficiency.
- Serving our valued partners by establishing and maintaining relationships with clients.
- Escalate issues to Golf Business Support Manager, assisting and assuring solutions are implemented
- Document pertinent information and investigation details in Salesforce cases
- Show initiative by making product suggestions or noting improvements in internal processes
Qualifications
Basic Qualifications
- Tech-savvy with a working knowledge of MS Windows & Office, and an introductory or above understanding of networking, TCP/IP and LAN functionalities.
- Ability to rapidly learn our software and demonstrate competence with new technologies and software applications.
- High energy and engaging personality with patience for all levels of technology users required
- Experience may include any of the following:
- Technical background in a help desk environment that required customer service skills
- Education or degree in any of the following areas: Information Technology (IT), Computer Science, Networking, Database Management, System Administration, Web Design/Development, CyberSecurity, Software Development, or other relevant technical areas
- Technical Certifications - CompTia, A+, Network+, Google IT Support Professional, etc
Desired Qualifications
- Bachelor's degree in Computer Science, IT, or related field preferred
- Owner of one or more of the following IT certifications: A+, Network+, MTA or higher.
- Prior experience with NBC Sports Next, GolfNow, or EZLinks software
- Administration, management, or support of point-of-sale software in a retail or F&B environment, and/or online reservation systems
- Familiarity with SalesForce.com
- Knowledge of golf preferred, with previous experience in golf and technology products
- Advanced problem-solving and analytical skills a plus
Additional Job Requirements
- Willingness to work as early/open and late/close shifts, including weekends, and overtime
- Hybrid: This position has been designated as hybrid, generally contributing from the office, a minimum of three days per week.
- Must be willing to work in the Orlando, FL office
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