Service Desk Analyst Manchester, England
Job description
Role description:
Club Systems International Ltd are the undisputed leaders in golf IT applications. Since 1982, they have been designing, building, and supporting a wide variety of products for golf club administration and management. ClubV1 is our core product managing competitions (Inc. a WHS license to publish scores to England, Scotland, Ireland, and Wales), membership, tee sheets, communications, and websites at over 1750 clubs. Along with our purpose-built Merlin Touch EPOS solution and smart phone applications we offer. A full suite of products to support golf clubs and their members across the globe
With a vast customer database of over 1800 customers globally, CSI provide all aspects of golf club administration under one highly reliable roof. Your role will be to support our growing customer base across a varied suite of solutions that assist the day-to-day administration of many of our Golf clubs in the UK and throughout continental Europe and the rest of the world in partnership with the R&A and other global golf federations, Kenya, Cooke Islands, Uganda, Belize, Malta, St Lucia, Croatia, Bahrain, Gabon, Belarus to name a few.
We require two Service Desk Analysts who will be responsible for answering customer calls, assessing incidents over the phone, logging tickets, and writing accurate incident notes. Furthermore, you will work with other communication streams including emails, live chat, Facebook, and Twitter. When incidents are reported, you will decide the best course of action to resolve the customers problem and ensure that any incident can be resolved in good time. You will be trained on a number of solutions, join a team of dedicated individuals who are committed to deliver the best in customer support.
Key Accountabilities
- Be available to take incoming calls from Golf Clubs and respond to the varied questions we receive concerning our software, hardware and mobile applications
- Work with the customer to identify and diagnose the incident and provide an immediate solution where possible
- Understand when to escalate unresolved incidents and when further assistance is required to find a resolution
- Accurately record all customer incidents and queries into our ticket system ZenDesk
- Take ownership of incidents from the the point of recording to incident resolution or escalation
- Assess and respond to daily incoming tickets that have been lodged by our customers through our online help pages
- Assist with Live Chat messaging for customers using our live chat services
- Use remote access (Anydesk) tools to offer live assistance to our customers and their EPOS systems
Required skills and Experience
- Have a real passion for offering excellent customer care
- Good level of diagnostic and investigation skills
- Have a good understanding of working within a team environment
- 12 months previous experience in a technical or customer service role
- Educated to a GCSE (Math and English) or equivalent professional certification
- Have an interest in IT technologies and Sport
Desired skills & experience
- Have an understanding or interest in Golf
- An understanding or previous use of EPOS systems
- Know how to use Microsoft Office
Required behaviours & attributes
You will have a professional mindset to the job, be customer focused and self-motivated. Have good written and verbal communication skills and enjoy collaborating with customers to overcome software and hardware incidents over the phone.
Why ClearCourse?
We're a rapidly growing collaborative of disruptive technology innovators, working together to build a brilliant software and payments business.
As a ClearCourse employee, you’ll get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business that has recently been named one the UK's Best Workplaces For Wellbeing in 2023.
Our FAIR™ Corporate Values
Future-proof: We seek out innovation and we continually strive for progress
Approachability: We’re approachable and we communicate with respect and empathy
Integrity: We will only do what we believe to be the right thing
Responsibility: We are accountable for ourselves, our organisation and the world around us
At ClearCourse we're committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages, please let us know.
Across our business, we’re investing in our people, expanding our expertise, and developing our vision. Want to get on board? We’d love to speak with you.
