First Line Support

6 months ago

Aylesbury, United Kingdom Your Golf Booking Full time

**ATTENTION: If you’re reading this, and are a recruiter, remote worker or agency, please respectfully move on. We are only hiring directly for this role for an in-house applicant.**

**About Us**

Your Golf Booking is a Software as a Service (SaaS) company providing a facility management and booking system to all kinds of golf venues in the UK and internationally. We work with golf clubs, indoor simulator centres, mini-golf, driving ranges and any kind of entertainment golf facility.

We’re integrated with a variety of third parties like ball dispensers, smart access control and entertainment systems to provide a smart, integrated ecosystem to our customers. We strive for innovation in our sector, and are always building new functionality and enhancing our offering.

We currently work with over 300 venues internationally, and this number is growing rapidly. Although we have a small core team, we are strategically partnered with much larger companies in our sector. We like to think we have the best of both worlds. The rapid development speed of a startup with the support and scale of a large enterprise.

**The Role**

With many new features and customers, so comes the need for support. Our customers want to know how to best leverage our product, and they need to be guided when they come across issues they can’t solve themselves.

You will be our first dedicated First Line Support agent. You’ll work alongside our head of operations to learn about our platform and support our customers. You will be based in our **Aylesbury office** and work on **standard UK office hours, 5 days per week**. There is the option for some flexible working, but we would expect **4 days per week to be office based**.

We are looking initially for a **6-12 month contract only**. There is potential that the position will be available on a more permanent basis for the right person.

Your primary day-to-day responsibilities will be:

- Reviewing and handling incoming support tickets. Responding to tickets using our support platform **Zendesk**.
- Answering support calls via telephone and creating tickets as appropriate.
- Proactively creating support content, like user guides. Evaluating common issues customers experience, and intelligently creating content to solve it.
- Creating macros and automations to solve common problems, and optimise your workflow.
- Reporting back on progress and creating suggestions for the operations, software development and sales teams.

As the first line, you are the primary collector of feedback on our platform. Your insights will be invaluable to improving our product offering. We’re a developer-heavy team that likes to fix issues directly, so we want to find someone who can help us identify problems early and find smart solutions.

**About You**

We want someone that will speak up if there are issues, and will look for elegant solutions to problems rather than grinding along in silence. We aren’t at all picky regarding background or previous experience, but any experience you do have is a great bonus.

Our must haves for this role are:

- English speaking at a native level.
- Highly computer literate.
- Decent typing speed.
- Literate, and able to respond eloquently with good grammar.
- An interest in technology.
- A nice person that will integrate themselves in a close-knit team.

Some bonus abilities or interests:

- Experience with Zendesk or other ticketing systems.
- Experience in technical support.
- Experience in customer service.
- Interest/knowledge in software development.
- Interest in golf.

**Benefits**

We’re a legitimately nice, close team experiencing an exciting growth period with the product we built. Anyone that joins our team will be welcomed and appreciated - we believe the best work is done by happy people.

We’re offering a salary equivalent of **£26,000/year**, but are open to negotiation.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £26,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have any experience in customer support, technical or otherwise?

**Education**:

- A-Level or equivalent (preferred)

**Language**:

- English fluently (required)

Work authorisation:

- United Kingdom (required)

**Location**:

- Aylesbury (preferred)

Ability to Commute:

- Aylesbury (required)

Work Location: In person

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