Support Specialist

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

Customer Satisfaction & Expectation Management

● 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.)

● SQL/database familiarity

● Experience working with APIs, JSON, and tools such as Postman

● Familiarity with browser Developer Tools and application/system logs

● 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

Compensation & Perks

● 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