Customer Support Specialist

Role Summary

The primary objective of the Customer Support Specialist is to primarily work with customers (athletic and activities administrators in K-12 schools) and subsequently end users of our applications (fans, parents and community members) to help troubleshoot issues. The ideal candidate is passionate about Service and this position will require working weekends and holidays.

Key Responsibilities

• Power-User/Administrator Support: Deliver premium client support services (phone support center, email, chat and on-site), leveraging product expertise and effective communication skills to address and resolve all client issues promptly, ensuring maximum satisfaction and retention.
• Event Management Support: Provide expert product assistance to clients in creating and managing event schedules & seat maps, ensuring seamless execution and optimization of their event management processes.
• Game Day Operations Support: Provide merchant services client support for multiple payment processors, with a strong emphasis on Stripe, as well as provide expert assistance and guidance to users regarding ongoing equipment setup and maintenance.
• Fan Support: As needed, manage the Fan Support call and case center, to ensure efficient handling of client inquiries, timely resolution of issues, and adherence to quality standards.
• Escalation: Quickly identify and clearly communicate escalated customer needs to technical support staff and communicate case details to customers and/or management
• Collaborate cross functionally with multiple departments to effectively improve processes.
• Build a strong understanding of the company's product and educate the customer about the platform.
• Update the company database by inputting information from each call and keeping every customer field current.
• Collaborate cross functionally to develop efficient methods for handling issues with larger revenue customers.
• Work on special short-term projects to offer customized support for new products.
• Willingness to learn new technologies and have the ability to coach customers in these new technologies.
• Communicate with customers in a courteous, friendly, and professional manner.
• Perform other duties and special projects as assigned.

Success Indicators

• First contact resolution rate
• Average handle time
• Customer satisfaction
• NPS

Preferred Education and Experience

• High school diploma/GED required.
• 2 years' experience in a customer service role.
• Excellent verbal and written communication skills.
• Time management skills, with the ability to manage and coordinate support cases or projects simultaneously.
• Ability to function well in a high-paced and at times ever-evolving environment.
• Proficient with Microsoft Office, GSuite or related software.
• Ability to use call center technology (zoom) as well as chat software.

Physical Requirements

• Must be able to remain stationary for a long period of time, including working on a computer.