Technical Support Lead (Hybrid)

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 outstanding customer service team!

As a Technical Product Support Lead, you will be responsible leading the technical support team to ensure exceptional service delivery to customers under the guidance of the technical support leadership.

Additionally, you will provide technical expertise, supervise the team members, and ensure efficient resolution of technical issues. This role involves collaborating with cross functional teams and contributing to the continuous improvement of support processes.

If you're passionate about providing excellent support, solving technical problems, and working in a dynamic environment, we’d love to hear from you!

Primary Functions

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

• Lead and mentor a team of technical support specialists
• Assign tasks and monitor team performance to ensure timely issue resolution
• Provide coaching, training, and feedback to team members
• Assist with scheduling and workload distribution to maintain high service levels
• Work closely with QA/Engineering team and help them collect additional information related to issues/bugs from clients and techs
• Identify areas for process improvement and efficiency within the technical support function
• Collaborate with cross-functional teams to implement enhancements and streamline workflows
• Monitor support metrics and analyze data to drive improvements
• Prepare daily/weekly reports on escalations and keep track of all open escalated cases until resolved
• Diagnose, troubleshoot, and resolve issues over the phone & via remote PC control in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Follow up to ensure resolution and customer satisfaction
• Create Knowledge Base Articles based on case resolutions
• Stay up to date with product knowledge and industry trends.
• Collaborate with the team to handle escalated customer issues and ensure prompt resolution
• Interact with customers to understand their technical concerns and provide solutions
• Maintain a high level of customer satisfaction through effective communication and issue resolution
• Perform regular quality assessments and provide feedback for improvement

Work Environment

This job operates in various environments, hybrid (three days in the offices or as required). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The position includes prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. 

This position is hybrid with 2-3 days onsite at our Carlsbad, CA office.

Requirements

Required Education, Experience & Skills

• Management and leadership 2 years
• Technical or Computer related degree or equivalent experience and
• 2 years providing technical support (phone, email, and/or on-site)
• Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plus
• Ability to build, configure, troubleshoot, and repair PC’s
• Ability to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient manner; Knowledge and use of Zendesk or Salesforce a plus
• Intermediate knowledge of networking hardware and configuration
• Strong customer service and support skills
• Strong telephone skills
• Must be patient, self-motivated, detail-oriented, and disciplined in time management
• Willing to perform multiple duties and tasks, and assist the Technical Director with various assignments
• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment

Preferred Education, Experience & Skills

• Knowledge and use of Salesforce a plus
• Experience in sustaining engineering coordination with R&D
• Experience training others
• Experience coaching and mentoring 
• Experience with continuous improvement, developing or updating process

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary : $35 - $40