Support Specialist

Location: 1479 East George Washington BLVD, STE 201, Saint George, UT 84790 Overview The Support Specialist is a mission-critical role responsible for managing incoming communication from franchisees, resolving operational questions, responding to support tickets, and ensuring fast, friendly, and effective support. This role helps maintain high satisfaction and strong trust in the Back Nine brand by providing solutions, escalating technical issues appropriately, and ensuring expectations are clearly communicated and managed. Key Responsibilities Franchisee Support & Communication Serve as the primary point of contact for inbound franchisee support inquiries via email, phone, and portal Triage, log, and resolve Tier 1 issues related to operations, technology, memberships, and software usage Proactively follow up on open tickets and ensure timely resolution or escalation Communicate with empathy, professionalism, and clarity - keeping franchisees informed throughout the support process Facilitate franchisee-facing training calls on current systems Create screen-recorded tutorials to be used for training Ticket Management & Escalation Create and manage support tickets using the internal Help Desk system Assign or escalate tickets to the appropriate team Monitor ticket SLAs (service level agreements) and ensure KPIs are met or exceeded Document solutions in the internal knowledge base for future use and onboarding Technical Coordination & Troubleshooting Provide basic troubleshooting for common issues (e.g., Full Swing access, booking portal errors, member app issues) Coordinate with Full Swing's support team on simulator-related escalations Maintain familiarity with Full Swing system updates and inform franchisees of changes Set clear expectations for issue resolution timelines and next steps Act as a calming and confident voice during high-stress situations or urgent tickets Track common issues to identify patterns and propose system or process improvements Qualifications Required Skills & Experience 2+ years in a customer service, technical support, or help desk role Excellent written and verbal communication skills Strong organizational and multitasking skills Confidence in using ticketing systems, Google Workspace, Jira, and CRM tools Calm under pressure with strong problem-solving abilities High emotional intelligence - can de-escalate tense situations with professionalism Preferred (but not required) Experience working in franchising, tech support, or the golf/sports industry Understanding of basic IT troubleshooting (network resets, reboot protocols, etc.) Experience working with APIs, JSON, and tools such as Postman Ability to read and navigate code to assist with troubleshooting and issue identification Comfortable using AI tools effectively, including the ability to validate and verify AI-generated answers before relying on them What Success Looks Like 90%+ ticket resolution within 48 hours Strong feedback from franchisees on communication and clarity Contributions to help desk SOPs and internal knowledge base Improved trust in support systems and franchisee satisfaction scores Full-time, in-office role in sunny St. George, UT Competitive salary based on experience Paid time off and holidays Access to simulator time at HQ Opportunity to grow into more senior operational or technical roles #J-18808-Ljbffr Back Nine Golf