PGA Tour, inc

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Customer Service Analyst - Information Systems

at PGA Tour, inc

Posted: 6/5/2019
Job Reference #: 2247
Keywords: call center, phone

Job Description

Tracking Code
2247-121
Job Description

We presently have an opportunity for a Customer Service Analyst in our Information Services Department. As a member of the PGA TOUR Customer Service Help Desk, this role will be responsible for providing PC hardware and software technical support to employees at PGA TOUR Headquarters, PGA TOUR Entertainment and World Golf Village, as well as remote tournament staff, staff at Tournament Players Clubs, and Championship Management sites across the country. This position reports to the Help Desk Manager and is responsible for providing best in class customer service and technical support for PGA TOUR and TPC employees.

Qualified candidates will have the following:

  • AA/AS Degree or equivalent
  • 2+ years in IT Help Desk or Customer Service environment
  • Proficiency in Windows 7/8/10 administration & troubleshooting
  • Quick and effective identification, diagnosis, and resolution of technical issues for laptops, desktops, multi-function printers and other similar computing devices
  • A+, MCDST, and Network+ certifications preferred
  • Knowledge of basic TCP/IP network principles and ability troubleshoot networking problems
  • Familiarity with Outlook and Office 365 server environments
  • Experience managing and supporting IPhone, Windows Mobile & Android mobile technologies
  • Experience with ticket management applications and Help Desk ticketing metrics and process concepts
  • Ability to deliver technical customer support over the phone in a call center environment
  • Ability to efficiently and effectively handle large call volumes
  • Strong organizational skills, proactive, and accountable with the ability to multi-task with attention to detail
  • Ability to maintain a steady work pace with a high level of accuracy while effectively managing multiple priorities and meeting deadlines
  • Possess critical thinking and analytical problem-solving skills to evaluate and rationalize issues and requests
  • Ability to establish priorities, work independently, and proceed with objectives without supervision
  • Ability to communicate effectively and accurately, including clear and concise written problem descriptions and updates throughout the problem resolution process
  • Focus on maintaining and providing consistent customer-focused service that exceeds customer expectations in all areas

Responsibilities:

  • Provides clear, consistent, and timely resolutions daily to end-user trouble calls and e-mail requests into the PGA TOUR DTS Help Desk; Quickly and effectively provides both basic and advanced technical support and resolution to employees
  • Assigns and prioritizes escalations to Technical Support Analysts and other functional support groups
  • Configures and delivers end-user laptops, PCs, software & peripherals
  • Coordinates timely repair of PC, laptop, printer & Point-of-Sale equipment covered by third-party maintenance agreements
  • Works collaboratively with peers, vendors and functional support groups to resolve problems
  • Owns and addresses technical issues from inception to resolution
  • Adheres to departmental Service Level Agreements and ticket metric guidelines
  • Participates in World Golf Village (St. Augustine) campus support rotation as needed
  • Provides after-hours on-call support as needed
  • Performs DTS orientations for PGA TOUR and TPC new hires
  • Assists Data Center and Implementation teams as needed
  • Acts as customer service resource on IS projects as needed

Our benefits include:

  • Competitive wages including performance bonuses
  • Medical/Dental/Life/Disability insurance
  • Paid time off
  • 401k plus employer match
  • Employer funded retirement plan
  • Health Savings Account/Medical and Dependent Care Flexible Spending Accounts
  • Wellness Program
  • Membership to TPC Sawgrass

EOE/DFW

Job Location
Ponte Vedra Beach, Florida, United States
Position Type
Full-Time/Regular