Customer Service Analyst

PGA TOUR, INC.
United States, Florida, Ponte Vedra Beach
1 PGA TOUR Boulevard (Show on map)
May 14, 2025
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. The Best Players Need the Best People. This position is 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. Responsible for providing best in class customer service and technical support for PGA TOUR and TPC employees. QUALIFICATIONS AA/AS Degree or equivalent 2+ years in IT Help Desk or Customer Service environment Proficiency in Windows 10 administration & troubleshooting Quick and effective identification, diagnosis, and resolution of technical issues for laptops, desktop s, 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 & 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 verbal and written communication skills to interact with customers, team members, management and support personnel Ability to work independently and as part of a team Ability to provide superior in-person support and resolutions Strong organizational skills, proactive, and accountable with the ability to multi-task and pay close 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 as they arise 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/DUTIES Focused on phone and in-person support and availability 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 WGV (St. Augustine) campus support rotation as needed Participates in Global home 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 Special projects or other duties as assigned