Second Line Technical Support

As a Second Line Customer Support Specialist, you'll play a key role in resolving escalated technical issues and supporting first line colleagues. You'll take ownership of more complex cases, provide deeper troubleshooting, and ensure customers receive clear, timely, and professional resolutions.

This role offers hands-on exposure to industry-leading hardware and software, with clear opportunities to further develop your technical and product expertise.

What You'll Be Doing

• Handling escalated customer issues from first line support via phone, email, webchat, and Microsoft Teams
• Diagnosing and resolving more complex hardware, software, and connectivity issues
• Managing and updating support tickets with detailed technical findings and resolutions
• Liaising with manufacturers and internal technical teams where required
• Supporting first line colleagues with technical guidance and best-practice troubleshooting
• Assisting customers with advanced software configuration, account access, and post-installation issues
• Managing loan equipment processes, including fault diagnosis, delivery, and collection coordination
• Supporting demo and simulator environments, including setup and maintenance
• Communicating known issues, fixes, and software/hardware updates to internal teams and customers
• Contributing to knowledge base articles, troubleshooting guides, and internal documentation
• Supporting customer satisfaction initiatives and continuous improvement projects

Full product training will be provided, and you'll work closely with experienced technical specialists.

Do you have experience in Technical support?, * Proven customer support experience, ideally in a technical or second line role

• Strong troubleshooting and problem-solving skills
• Confident verbal and written communication skills
• Experience using ticketing systems and support tools
• Highly organised with strong attention to detail
• Calm, professional approach when handling frustrated or complex customer issues
• An interest in golf, sport, or technology (highly desirable)
• Proactive, self-motivated, and keen to develop technical expertise

Optimum Golf Technologies (OGT) is one of the most exciting businesses in golf technology today. We are the exclusive distributor and support centre for some of the world's most advanced golf technologies across the UK, Europe, Middle East, and Africa. Our portfolio includes: * Foresight Sports - the global gold standard in launch monitors and simulator technology * Bushnell Golf - industry leaders in distance measuring devices Our products are trusted by tour professionals, PGA coaches, elite fitting centres, manufacturers, and serious golfers worldwide.