Bi-Lingual Customer Support Technician

ProLink Solutions, LLC is the world leader in the rapidly emerging market of golf course information and management systems using wireless communications and Global Positioning Systems (GPS). The ProLink Solutions GPS Course Management System is installed at many premier golf courses throughout the U.S. and the world, including some of the top golf resort destinations.

The system provides a high quality color video display unit that is an integral part of the golf cart roof and is linked via radio frequency to a central base station in the golf course clubhouse. It also provides golfers with a bird's eye view of each hole they are about to play, exact distances from each tee box to the pin, course hazards, yardage of the golfer's drive, and pro tips.  Its features include electronic scoring, a live tournament leaderboard, two-way communications, 911 emergency, weather and safety messaging, and the ability to order food and beverage items directly from the cart. 

ProLink Solutions has an immediate opening for Bi-Lingual Customer Support Technician in our Chandler, Arizona office. 

 SUMMARY –

Responsible for the call center support of all PSL (ProLink Solutions, LLC) equipment installed on customer golf courses.  Provides guidance and technical assistance to PSL course staff as needed. Will provide direct technical support to field service technicians conducting routine and emergency service calls, installations and fleet rotations.  Will deal directly with supported customers as required to satisfy concerns and issues quickly and professionally. 

 

Answer inbound calls within guidelines/goals established by the courses and contact center management. Consistently achieve call quality score goals to assist in achieving course and customer satisfaction goals.  Level 3 technical support technicians are responsible for providing superior service assisting customers to resolve technical problems with their service and/or equipment by diagnosing, troubleshooting and resolving challenges, scheduling service calls or ordering equipment based on the outcome of the customer issue. They provide information about the product as required and capture information needed to process requests in an efficient and quality manner.

 

Technicians support ProLink hardware and software products and responds primarily to routine inquiries of a technical nature; but may require deviation from standard screens, scripts and procedures.  Typically supports hardware and software products, including wireless systems, web downloads, messaging, software downloads, system reprogramming, etc.  Evaluation and problem solving skills required.  Requires general knowledge of course business, products and services.  May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.  May attend on-going training sessions to achieve higher level of technical skill.  Other duties as assigned.

Major Responsibilities:Phone and dial in/high speed connection of supported course regarding the technical aspects of PSL products.Answer inbound calls within guidelines established by the courses and call center management. Successfully resolve customer problems by consistently providing high quality services according to course metric goals (e.g., average talk time, after call work, call quality scores).Consistently utilize Knowledge Center tools, internal software and course / ProLink software tools according to call center and client procedures.Reinforce the requirements of meeting service and warranty agreements and procedures related to required customer support by course staff. Consistently utilize Knowledge Center tools, internal software and course / ProLink software tools according to call center and client procedures.  Willing to share technical knowledge on products and services and willing to learn products not currently supportedMust exhibit the highest level of commitment to customer service and support Complete all daily tasks and projects assigned by Regional Service Managers and National Customer Support Center Manager.Complete projects assigned by project deadline or obtain appropriate approval for timeline extensions.Provide constructive feedback to departmental manager for ways to improve quality of service, improvement of tools used to service customer and troubleshooting techniques. Attend all required departmental and company training (new program and updates)Monitor reports to ensure established standards are being met.Maintain ACT database as required and initiate and maintain tickets in Alice.

 

We offer flexible benefits and compensation packages that allow our employees to make choices that fit their individual lifestyles.  Benefits include medical insurance, dental insurance, and holiday and vacation pay. An Equal Opportunity Employer.

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ProLink Solutions, LLC

410 South Benson Lane

Chandler, AZ 85224