Sr. Support Specialist, Partner Care - NBC Sports Next

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NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.

At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.  

Come join us as we work together as one team to innovate and deliver what’s Next.  

Our Partner Care Technology Team is responsible for consulting on all matters regarding our operations technology solutions which Partner Golf Courses use to successfully run their businesses. The Sr. Support Specialist role consists of coaching and mentoring specialists that implement and support our technology. This role performs a large variety of tasks, acting as both an industry and technology consultant in providing elite service rarely found in the golfing industry. If you have a passion for solving problems and helping people improve their businesses, this is a great job for you.  

Job Duties

• Act as a consultant, by providing our internal teams and course partners with advanced to expert level product knowledge of NBC Sports Next proprietary software applications, specifically G1, EZSuite, and affiliated products. 
• Serve as a primary source for escalations, and advanced product, hardware, and technical issues
• Play a key role in the growth and success of our go-forward products by working cross-functionally with Support and Activation teams to lead and/or assist with vetting, documenting, and prioritizing software defects and development requests based on business needs
• Lead and/or participate in recurring meetings with stakeholders from our Product Management and Sales teams, and act as the voice of our business to ensure we are developing and delivering products that meet the needs of our course partners and internal Support & Activation teams
• Coach and shadow Specialists, acting as a primary resource for their continued product knowledge, and their ability to offer exceptional service to our course partners
• Conduct regular meetings discussing product and support performance with individual clients, management companies, and internal teams
• Contribute to the development and success of our internal client facing self-help library
• Be a professional resource and decision maker for the Support team on all product related needs and concerns
• Collaborate with Support management and our Activation team leadership on overall the success of our Activation and post installation processes, ensuring greater customer satisfaction
• Multi-task across requests and priorities in a fast-paced, team-oriented support environment
• Demonstrate independent analytical problem-solving abilities to remotely troubleshoot a wide range of issues and requests
• Direct training of end users on software procedures when necessary

Basic Qualifications

• Bachelor’s degree in a related field or comparable experience within a technology organization
• Minimum requirement of 1 year of software support, implementation/installation experience, or comparable
• Exceptional communication skills and Microsoft Excel proficiency required
• Well organized with great attention to detail
• High energy and engaging personality with patience for all levels of technology users required

Desired Qualifications

• Tech and golf savvy desired, with the ability to communicate enthusiastically to partner golf courses, clients, and vendors with industry specific terminology
• Point of Sale system experience, either retail, F&B, or hospitality, strongly preferred
• Advanced problem solving and analytical skills a plus
• High energy and engaging personality with the ability to convey patience, leadership and calm in stressful situations
• Familiarity with SalesForce.com, CRM software, and/or Support ticket products
• Open to possible travel on rare occasions when absolutely necessary

Additional Job Requirements

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work in the Orlando, FL office. 

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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