Location : FullyRemote reporting in Minneapolis MN office

Type : 6 months contract on W2possibility for extension

SUMMARY :

The SportsEngine Play & Events Contractoris responsible for working directly with subscribers ofSportsEngine Play which includes organization administrators andend users within the Customer Support department.

The SportsEnginePlay & Events Contractor is responsible for proactive outreachto optimize customer usage answering customer support inquiries andsupporting live events as needed.

This position is held to KPImetrics related to performance consisting of response and closetime LIVE event support Happiness Ratings and Product Adoption.

QUALIFICATIONS / REQUIREMENTS :

• Highschool diploma or GED
• Must be able to work a flexible scheduleincluding weeknights weekends and holidays

DESIREDCHARACTERISTICS :

• 2 years of customer service experience
• Proven ability tocommunicate (spoken and written) effectively with a vast variety ofcustomers
• Outstanding communication skills both writtenand verbal
• Demonstrated problem solving skills abilityto think on your feet and take initiative
• Demonstrate a sense of urgency and ownershipthinking
• Demonstratestrong organizational time management and prioritization skills
• High level ofprofessional customer service
• Capable of thriving in a highpressureteamoriented and fastpaced environment with the ability topersevere and maintain a positive attitude
• Previous experience in the technologyindustry desired
• Technical aptitude and an ability to learnnew technologies
• Ability to accommodate schedule andactivity / priority changes on short notice
• Working knowledge of Microsoft Office andability to quickly learn new systems
• An intrinsic need / desire to help people
• A love of sports isa plus!

Responsibilities :

• Become a subject matter expertwithin our tools and the SportsEngine Play platform to best serveour customers
• Supporting point of contact with internallyhired production crews and event managers to assist with documenttracking live stream scheduling video uploads and organizationaladmin support
• Provide timely and effective support toSportsEngine Play subscribers
• Conduct escalation outreach to customers whorequest or need managerial assistance or SportsEngine Play productassistance
• Proactiveoutreach to subscribers to improve product adoption and usagewithin their organization
• Collaborate with peers and Manager to drivechange and improvements within the SportsEngine Play product thisincludes participating in team projects
• Otherduties as assigned

Comments / SpecialInstructions

Contractor must be available to work nightsand weekends occasionally

NOTES FROMHIRING MANAGER

Can you tellme more about your team

• For this role new team being built
• Customer experience department
• Mainfocus is the new platform sports engine play
• 1of 5 / 6 divisions under CX
• Team Culture : Createa family atmosphere understanding of different personalitiescoaching team members and creates an area with respect.

Likes tohave fun and team building

Can you tell me about thisposition and the daytodayactivities

• Customer outreach
• Interact withcustomers who are calling in with needing help with accessing theplatform
• Ensuring the customer is set upproperly
• Answering billingquestions
• Walking customers through how tofind different parts of the platform
• Twodifferent parts of the software ensure customer has a level ofexpertise on both sides. (Most customers do not know there are twoparts)
• Assisting through ticketingsystem
• Assisting through email andchat
• Sometimes may have to set up calls formore indepth training / understanding
• Verifyingevents (livestreams) are set up and ready to be operational on dayto day (EX basketball tournament have 50 screens to run for thetournament contractor would need to ensure all streams are set upaccurately and ready for operation.
• Dailycommunication and engagement with HM for tasks tocomplete

Ofthe items listed on the job description can you tell me the top 3skills for the role

• Communication is huge
• Ability toquickly diagnose the problem and come up with aresolution
• Good problem solvingskills
• Comfortability working on a platform isa plus

Whatstands out to you on a resume

• Someone with customer service experience 1 3years
• Have flexibility with their workingschedule
• Working within a platform andsupporting ticket request is a plus

What has made someone successfulin this role in the past Or unsuccessful in thepast

• Successful having a positive attitude good timemanagement skills having a level of relationship with the customerwhen you work with them taking time to understand the concernswhile also keeping time in mind.
• Unsuccessfulgets comfortable doing the minimum or minimal work not going out oftheir way to help

What soft skills are needed to bea good fit for the team

• Good communication
• Goodcustomer service skills
• Professional
• Trainable
• Hardworking
• Personable
• Shows initiative

Are there some basic screeningquestions you would like me to have the suppliers ask candidateswhich would help tell if someone is a rightfit

• To addwith selling comments :
• Confirm contractor canwork nights and weekends as needed :

Are there any responsibilities ortasks that the contractor will have to do that are not included inthe job description

Possible cross training in other platforms

Can you tell me whatyour interview process would looklike

1interview with HM and team member

Will this position be onsite orremote

Remote Does not need to be located in Minnesota Pleasesite on resume where they are located.

When are you looking for thisposition to be filled

• ASAP

Last updated : 2024-04-28