Customer Support Analyst, Part-time - Waterloo, Canada - HockeyTech

HockeyTech
HockeyTech
Verified Company
Waterloo, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Part time
Description

FloSports is a world-class sports media company strategically positioned to be the essential destination for passionate sports fans, delighting them with live event coverage, breaking news, highlights, stats, rankings, and team and player profiles.

We are growing Our Sports every day by continuing to invest in our ever-expanding ecosystem, which consists of over a dozen sport verticals and hundreds of streaming partners.

FloSports is creating the home for sports like hockey, track & field, racing, grappling, wrestling, cheer and more, and we are looking for innovative and passionate people like you to help us


THE ROLE
The role of the
Customer Support Analyst is the front-line resource supporting customer success.

A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.


RESPONSIBILITIES

  • Be the primary resource for answering inbound calls and triage to appropriate resolutions
  • Troubleshoot customer and partner issues and resolve in real time
  • Follow up on unresolved customer tickets
  • Promote an environment of delivering accurate information quickly to customers and partners
  • Escalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support
  • Work with Global Partnership Managers and SOC to ensure accurate information and expectations are being met for events, community, HockeyTV or AHLTV customers
  • Provide guidance to partners on admin tools, general platform usage and syndication
  • Troubleshoot and test our HockeyTV and AHLTV app using various devices and OTT Apps
  • Adjust processes that require modification
  • Document process changes for future reference and review
  • Recommend improvements to workflow to gain efficiencies
  • Make recommendations to improve response time and customer experience

SHIFT EXPECTATION

  • Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules
  • Attend weekly customer support meetings
  • Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:


  • Previous Customer Service experience.
  • Advanced problemsolving skills.
  • Excellent communication and interpersonal skills.
  • Experience in playing ice hockey or being familiar with the sport.
  • Strong technical knowledge.
  • Proficiency in verbal and written English language is essential.
  • Advanced computer skills.
  • Able to excel in a fast pace work environment.
  • Ability to work days, evenings and weekends.

OUR COMMITMENT TO DIVERSITY:


At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve.

We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent.

FloSports is committed to the pursuit of a fair, equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential.

Only applicants selected for an interview will be contacted.
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