What are the responsibilities and job description for the Customer Support Associate, DEACON position at United States Golf Association (USGA)?
The USGA is a mission-based golf organization whose purpose is to unify the golf community through handicapping and grassroots programs; to showcase the game’s best talent through the U.S. Open, U.S. Women’s Open and 13 other national championships and our museum; to provide unbiased global governance with The R&A through the playing, equipment and Amateur Status rules; and to advance issues important to golf’s future, with a focus on driving sustainability, accessibility and inclusion. As a nonprofit association, our work and our team are driven to act for the good of the game. The USGA’s headquarters are located in Liberty Corner, NJ, with a recently opened campus in Pinehurst, NC. For more, visit usga.org.
About this role:
The Customer Support Associate, DEACON will support incoming support questions for the Moisture Meter, GS3 and DEACON product lines. They will walk customers through account setup, feature usage, and troubleshooting problems. Working alongside Customer Success specialists and engineering they will escalate support or technical issues. They will test incoming hardware for QC standards during receiving, or test return warranty products for defects.
What you'll do:
- Serve as first point of contact for technical support questions.
- Maintain support tickets and customer information in Hubspot CRM.
- Notify Product and Support leadership of all escalation issues.
- Support customers in setting up Moisture Meter, GS3 hardware and DEACON software product.
- Test all incoming GS3 product to meet QC standards.
- Ensure GS3 products are organized and charged prior to shipment.
- Partner with mailroom team to support the shipment of GS products.
- Analyze all technical support issues, warranty claims, and work with engineering staff on technical escalations.
- Document customer interactions and update CRM accuracy.
- Create internal documentation for change management and incidents.
Where you'll be:
This role is based at our Liberty Corner, NJ campus, and is expected to work on-site 5 days per week.
What you bring:
- 1 years experience in a similar customer support role
- Experience with a CRM (especially HubSpot) or ticketing systems strongly preferred
- Golf, golf maintenance, or agricultural field experience or interest is a plus
- Excellent written and verbal communication skills
- Ability to follow department, company, and client standard operating procedures
- Excellent problem solving skills with a positive attitude in direct customer interactions
- Strong time management skills
- Experience supporting hardware or technology products is a plus
- Ability to lift up to 25 pounds and work in a lab environment testing product is required
Level: Associate/7A
Job Location: Liberty Corner, NJ
Salary Range: $50,000 - $60,000
The annual base salary range for this position is $50,000 - $60,000. This range represents what we reasonably expect to pay as starting base compensation for this role. Compensation is based on several factors that are unique to each candidate, including skill set, depth of experience, and relevant certifications. In addition to your base compensation, the USGA provides competitive benefit offerings for all full-time employees.
What the USGA brings:
- Comprehensive medical, dental, and vision benefits, including a zero-contribution medical plan offered for all full-time employees
- Retirement plans, with a generous annual contribution from the USGA
- Suite of programs to promote physical, emotional, and financial well-being
- Generous bank of paid time off, plus the week between Christmas and New Years Day off
- Off-site team building events
- On-site gym and golf simulator
- Professional development opportunities
- Learn more about our benefits and culture here
The USGA is an equal opportunity employer. Our organization believes we are stronger by embracing our diverse backgrounds and perspectives, promoting equity so all teammates can excel and grow in their careers, and fostering experiences to drive inclusion in our workplace and game. Golf is a game for everyone, and you are always welcome.
Salary : $50,000 - $60,000