What are the responsibilities and job description for the Customer Support Specialist position at PlayMetrics?
PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to manage operations, communication, scheduling, and player development, all in one place.
PlayMetrics is seeking a Customer Support Specialist for its Customer Success team. The Customer Support Specialist is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Support team is to provide a world class customer journey and assist customers with onboarding and responding to questions about PlayMetrics features.
Note: This is a full-time position, and we are looking either for a local candidate to work in the office at our Morrisville, NC headquarters, currently hybrid work-from-home three days per week, but subject to the Company’s needs and policies in the future, or a Remote contingent US Based candidate.
This position will generally work during our standard business hours Monday-Friday based in the candidate's time zone, however the candidate will be required to work certain weekends as may be required, resulting in a Company established flexible schedule the weeks in which weekend work is required.
Responsibilities:
Monitor and respond to general support questions
Communicate with PlayMetrics users to identify and help resolve issues
Provide 1:1 support calls as requested by customers
Identify and document product issues/customer enhancement needs and communicate to the product team
Communicate with customers when customer reported product issues/enhancements are delivered in future releases
Identify and communicate key metrics and provide regular reporting on customer status to company stakeholders
Identify and contribute articles to our internal knowledge base as well as the customer help center
Use appropriate customer service techniques to ensure customers are fully informed about our products
Communicate customer reported enhancements and defects to PlayMetrics product and leadership members:
Identify and document customer enhancement needs and communicate to the product team
Communicate with customers when customer reported enhancements and defects are delivered in future releases
Qualified Applicants:
Will be at least 18 years of age
Will have a minimum of bachelor's degree in business or related field
Can read, write, and fluently speak and understand English
Are confident using technology and navigating technology applications
Have a minimum of two (2) years previous Customer Support experience
Will be legally authorized to work in the US for any employer in the US.
We cannot consider candidates who require sponsorship for a work-authorized visa.
PlayMetrics will provide:
Competitive pay
Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid, 401(k) with employer match, and company paid group and disability insurance
Paid Time Off
Casual dress work environment
Central office location in RTP
For more information about PlayMetrics visit playmetrics.com