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

Description

Everyone knows that Hockey is more than just a sport: it's a way of life.

Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.

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.

• The role will be working out of the Waterloo Canada Office, located at: _445 Wes Graham Way, Waterloo ON, N2L 6R2, Canada._

DAY TO DAY

• Troubleshoot customer and partner issues and resolve in real time
• 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.
• Collaborate with Global Partnership Managers and our Streaming Operations Center to ensure accurate information is being relayed to customers. Provide feedback to those same departments when customer expectations are not being met for all broadcasts
• 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

KNOWLEDGE, SKILLS AND ABILITIES

• Previous customer service experience
• Advanced problem solving skills
• Excellent communication and interpersonal skills
• Strong computer and technical knowledge
• Ability to multitask and excel in a fast paced environment

REPORTING

• On a daytoday basis, reporting will be through the Team Lead
• Overall report to Manager, Customer Support

SHIFT EXPECTATIONS

• Shifts will rotate and will include weekends and evenings.
• Shifts will vary based on requirements and streaming schedules
• Attend weekly customer support meetings
• Average number of hours per week: 20
• Must be willing to work until 11pm12am most shifts

FLOSPORTS INC
HockeyTech is a wholly owned subsidiary of FloSports Inc. headquartered in Austin Texas.

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

We're committed to an inclusive, accessible work environment, where all employees feel valued, respected and supported. We will happily provide accommodation for applicants with disabilities as part of our recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require additional accommodation.

Only applicants selected for an interview will be contacted.