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

• Create and manage support tickets using the internal Help Desk system
• Assign or escalation 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

• 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

• 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

• 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

• 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