About us
Fore Group designs, implements, and supports custom software ecosystems for golf facilities around the world. We’re nerdy about software and passionate about helping golf clubs use it to enhance their operations and elevate their golfing experiences.
We’re not software developers. We hold the exclusive licence for Lightspeed Golf software outside North America, and we’ve partnered with other top-tier software providers across the globe. We use our knowledge of golf operations and software to combine the best features from each technology to create tailored software ecosystems for our clients.
We support clients in over 40 countries, including some of the world’s top golf facilities. We're proud of the long-term relationships we build and the excellent service we provide to our growing client base. Now, we’re looking for a versatile, tech-savvy person to join us as a Software Implementation and Support Specialist - someone who loves connecting with people while delivering top-quality work.
Our team is spread across South Africa, Ireland, and France, but because we value the time spent together in person, we occasionally travel for team meet-ups and industry events.
We’re expanding our Cape Town-based team and, because finding the right people who are looking for a meaningful, long-term fit is important to us, we’ll offer a relocation allowance for South African-based candidates not living in Cape Town, once the 6-month probationary period is successfully completed.
In Cape Town, we work on a hybrid basis, splitting our time between home offices and coworking spaces. In 2025, we plan to establish a Cape Town office while maintaining a flexible, hybrid work arrangement.
What you’ll do
You'll split your time between customer support and software implementation. You’ll be one of the go-to people in the team for troubleshooting clients’ software issues, answering questions, and offering additional training once clients are up and running. You’ll also help configure the software ecosystems we create for clients, working closely with golf facility teams to make sure they have everything they need to use the system confidently. From understanding client needs to customising the software, to training their staff—you’ll be responsible for ensuring a smooth transition from their old to new software.
Customer support responsibilities
Product knowledge
- Develop a deep understanding of our solutions and its features
- Stay up-to-date with product updates and releases to provide clients with relevant, accurate information
Troubleshooting and issue resolution
- Respond to client inquiries and provide technical support via phone, email, or chat
- Diagnose and troubleshoot software issues, escalating complex cases to higher-level support or development teams when needed
- Track support interactions and resolutions in our CRM system
- Generate reports and analyse data to spot trends and develop proactive support strategies
Training and education
- Create and update user manuals, FAQs, and other support documentation
- Provide training sessions for clients when needed, ensuring they’re confident using the software
- Gather feedback from clients to continually improve training materials
Client satisfaction and retention
- Build strong relationships with clients, engaging with them regularly and advocating for their needs
- Actively gather feedback about our solutions and share suggestions with internal teams for improvement
- Collaborate with sales and account management to identify opportunities for upselling or cross-selling products or services
- Contribute to client retention strategies to help minimise churn
Implementation responsibilities
Project coordination
- Develop and execute implementation plans using our project management software
- Work with the sales team and clients to gather software setup requirements
- Monitor project progress and adjust plans as needed to ensure on-time and smooth delivery
System configuration
- Assist clients with data migration from their old systems to the new software
- Configure software ecosystems based on client specifications, ensuring optimal functionality
- Provide hands-on training to clients, tailoring your approach to meet varying user skill levels
Ecosystem launch
- Coordinate go-live activities with clients and provide support during the launch
- Support clients during the go-live period, addressing any immediate technical issues or concerns to ensure clients are comfortable using the new software
Evaluation and documentation
- Monitor the success of implementations, gather client feedback, and suggest improvements for future deliveries
- Document the implementation process, best practices, and guidelines for internal use and client reference
Core requirements
To thrive in this role, we’re looking for someone who ticks these boxes:
- Experience in customer support or software implementation: You should have demonstrable experience in either supporting customers and resolving technical issues (ideally in a software or hospitality setting), or in implementing software solutions.
- A general understanding of golf club or similar hospitality environments: You’ll need to have a general understanding of how golf clubs or similar hospitality settings operate, including workflows like bookings, membership management, customer service, and event coordination.
- Experience training or teaching others: You should have experience in training or teaching, preferably in helping users understand and use software, as you'll be guiding a team through system setup or providing support during troubleshooting.
- Adaptability and willingness to learn: You’ll need to quickly come to grips with both the golf industry and the software in our ecosystem. Our solutions are complex and always evolving, so you should be comfortable diving into new technologies, learning on the go, and mastering intricate software systems.
- Strong problem-solving skills: You should be able to diagnose and resolve software issues quickly, all while remaining patient and supportive. The ability to think critically and troubleshoot independently is essential.
- Excellent communication skills: You’ll be working closely with clients from various backgrounds, explaining technical concepts in a clear way. Both written and verbal communication skills are crucial.
- Project management abilities: You should have experience managing multiple projects, with a strong ability to organise and prioritise tasks, meet deadlines, and adjust plans when necessary.
- Customer-focused mindset: We’re looking for someone who’s passionate about building strong client relationships, as you'll be the face of the company during implementations and support.
- Attention to detail: Strong attention to detail is essential, from setting up systems to documenting processes. You should also have a proven ability to establish, improve, and follow procedures.
- Ability to work independently and as part of a dispersed team: You'll need to be comfortable working independently while also collaborating with the rest of the team.
- Computer and internet literacy: You should be proficient in using computers, mobile devices, and general software tools like email, messaging apps, and video conferencing platforms. Familiarity with everyday internet usage, including online research, file sharing, and cloud-based applications, is essential for this role.
- Willingness to travel locally or internationally: You should be open to travelling occasionally for client, industry, or company meet-ups.
- Willingness and ability to travel to coworking and office spaces: Since we operate on a hybrid basis from Cape Town, you'll need to be comfortable travelling to our coworking and office locations for in-person work.
Nice to haves
Having any of these will give you an extra edge:
- Deep understanding of golf or hospitality operations: A strong familiarity with the software systems and day-to-day operations of golf facilities or other hospitality settings would be a big advantage.
- Familiarity with Lightspeed software or similar systems
- Knowledge of CRM systems and project management tools
- Proficiency in French, Italian, or Spanish: The ability to speak, write, and understand any of these languages would be highly advantageous, as it would allow you to engage with a broader range of our international clients.
What we offer
- Compensation: ZAR 20 000 - 35 000 per month, depending on the fit of your experience for the role
- Annual leave: 21 days of annual leave per year
- Professional development: Access to professional coaching and various development opportunities, including subsidised or fully covered upskilling, training, and qualifications
- Work equipment: We’ll provide everything you need to succeed, including a laptop, second screen, and tablet device
- Company-sponsored travel: Enjoy company-sponsored travel to team get-togethers and industry events
- Flexible work environment: Enjoy the freedom of a hybrid work model, with the flexibility to split your time between working from home and a coworking space
- Collaborative team culture: Join a supportive team that thrives on collaboration and personal connection- we believe in staying connected and working together, no matter where we are
- Opportunities for growth: As the company grows, there will be plenty of opportunities for career development and advancement
How to apply
If you think this role is a great fit for you, we’d love to hear from you.
To begin the application process, use the link below to complete a preliminary TestGorilla skills alignment and company fit assessment. You’ll also be asked to upload your CV and share the details of two references. Your application will only be considered once this step is complete.
Start your application by clicking the link by copying this link into your browser: https://app.testgorilla.com/s/lxmfk7rz
Applications close on 1 December 2024.
