Product Support Specialist

As a product Support Specialist, you will help golf-course customers get the most from the full GolfNow B2B technology portfolio. You will provide friendly, reliable and practical support across our products, helping customers resolve issues, understand how to use the technology and keep their operations running smoothly. You will work closely with Implementation, Product and Engineering colleagues. The role includes scheduled weekend cover as part of a team rota, so you must be available to work weekends when required. • Provide first-class support for the full range of GolfNow B2B technology, taking ownership of customer enquiries from first contact through to resolution or clear escalation. • Support customers through email, phone and online channels, using clear and approachable language that matches their level of technical knowledge. • Diagnose product, configuration and workflow issues; investigate the likely cause; and guide customers through effective next steps. • Provide scheduled weekend support as part of the team rota, helping to maintain a consistent service for customers. • Manage and prioritise a varied case workload, keeping accurate records in Salesforce and ensuring customers receive timely updates. • Escalate complex incidents to the appropriate teams, provide useful investigation detail and remain responsible for communicating progress to the customer. • Identify repeat issues, product defects and improvement opportunities, then share clear evidence and customer impact with Product and Engineering teams. • Create and maintain useful support content, including customer guidance, knowledge articles and internal troubleshooting material. • Build product knowledge across the GolfNow B2B portfolio and stay current with releases, changes and known issues. • Work collaboratively with Implementation, Product, Engineering and commercial teams to provide a joined-up customer experience. • Contribute to a positive, inclusive and high-performing support culture by sharing knowledge and supporting colleagues. • At least one year of experience in customer support, customer service, operations or a similar customer-facing role; experience in a technology environment is an advantage. • Confidence communicating with customers by phone and in writing, with the ability to explain technical information clearly and calmly. • A practical and curious approach to problem-solving, with the confidence to investigate issues and ask the right questions. • Ability to manage priorities in a busy environment while maintaining a high standard of customer care. • Experience using CRM, case-management or ticketing tools such as Salesforce and Jira, or the ability to learn them quickly. • Comfort using digital products and learning new systems, tools and workflows. • A collaborative approach, good judgement and a willingness to take ownership. • Availability to take part in scheduled weekend support cover.