Product Support Specialist

VERSANT (Nasdaq: VSNT) is an industry-changing media and entertainment business and home to trusted brands that shape culture, inform audiences, and build lasting connections. It operates across four core markets: political news and opinion, business news and personal finance, golf, and sports and genre entertainment. These markets are served through a powerful portfolio of iconic and innovative brands, including CNBC, MS NOW, USA Network, Golf Channel, Oxygen, E!, SYFY, and Versant's sports division USA Sports, along with complementary digital assets including Fandango, Rotten Tomatoes, GolfNow and GolfPass.

As a Product Support Specialist, you will help golf-course customers get the most from the full GolfNow
B2B technology portfolio. You will provide friendly, reliable and practical support across our products,
helping customers resolve issues, understand how to use the technology and keep their operations
running smoothly.

You will work closely with Implementation, Product and Engineering colleagues. The role includes
scheduled weekend cover as part of a team rota, so you must be available to work weekends when
required.
In carrying out the key resposibilities of the role, the Product Support Specialist will; 

• Provide first-class support for the full range of GolfNow B2B technology, taking ownership of customer enquiries from first contact through to resolution or clear escalation.
• Support customers through email, phone and online channels, using clear and approachable language that matches their level of technical knowledge.
• Diagnose product, configuration and workflow issues; investigate the likely cause; and guide customers through effective next steps.
• Provide scheduled weekend support as part of the team rota, helping to maintain a consistent service for customers.
• Manage and prioritise a varied case workload, keeping accurate records in Salesforce and ensuring customers receive timely updates.
• Escalate complex incidents to the appropriate teams, provide useful investigation detail and remain responsible for communicating progress to the customer.
• Identify repeat issues, product defects and improvement opportunities, then share clear evidence and customer impact with Product and Engineering teams.
• Create and maintain useful support content, including customer guidance, knowledge articles and internal troubleshooting material.
• Build product knowledge across the GolfNow B2B portfolio and stay current with releases, changes and known issues.
• Work collaboratively with Implementation, Product, Engineering and commercial teams to provide a joined-up customer experience.
• Contribute to a positive, inclusive and high-performing support culture by sharing knowledge and supporting colleagues.

It is essential that candidates have/ can demonstrate; 

• At least one year of experience in customer support, customer service, operations or a similar customer-facing role; experience in a technology environment is an advantage.
• Confidence communicating with customers by phone and in writing, with the ability to explain technical information clearly and calmly.
• A practical and curious approach to problem-solving, with the confidence to investigate issues and ask the right questions.
• Ability to manage priorities in a busy environment while maintaining a high standard of customer care.
• Experience using CRM, case-management or ticketing tools such as Salesforce and Jira, or the ability to learn them quickly.
• Comfort using digital products and learning new systems, tools and workflows.
• A collaborative approach, good judgement and a willingness to take ownership.
• Availability to take part in scheduled weekend support cover.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com.

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.