Full-Time

Technical Support Agent Tier 1

Posted on 12/6/2024

PlayOn! Sports

PlayOn! Sports

501-1,000 employees

Live-streams high school sports events nationwide

Entertainment
Gaming

Entry, Junior

Doraville, GA, USA

Hybrid position based in Chamblee, GA.

Category
IT Support
IT & Security
Required Skills
Zendesk
Salesforce
Customer Service

You match the following PlayOn! Sports's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Strong empathetic skills with a proven ability to understand and share the feelings of our clients, guaranteeing a supportive and caring interaction every time.
  • Prior experience in customer service, preferably in a technology or media-related field, demonstrating a capacity to resolve issues and maintain high customer satisfaction rate.
  • Strong communication skills, both written and verbal, with the ability to convey technical information in a clear and concise manner.
  • Experience with ticketing systems like Zendesk and customer relationship management (CRM) software such as Salesforce.
  • Flexibility to adapt to changing priorities and willingness to learn new technologies and processes as required.
Responsibilities
  • Provide initial response and resolution for various non-technical and basic technical inquiries from school staff, covering common operational and system-related issues.
  • Efficiently escalate tickets requiring advanced technical intervention to Tier 2 support with comprehensive internal notes, ensuring seamless continuity and enhanced satisfaction.
  • Proactively follow up on tickets in open, pending, on-hold, or follow-up status to ensure unresolved issues are addressed promptly, facilitating continuity and timely escalation to Tier 2 support when necessary.
  • Collaborate with cross-functional teams and departments to ensure accurate escalation of issues, facilitating smooth handoffs and timely resolutions, thus optimizing the support process, and enhancing overall customer satisfaction.
  • Demonstrate a meticulous attention to detail by thoroughly analyzing past ticket history, Salesforce notes, and relevant resources to ensure accurate assessment and resolution of customer inquiries.
  • Exhibit a sense of urgency and unwavering dedication in addressing customer issues, prioritizing timely resolution and proactive communication to ensure a high level of customer satisfaction.

PlayOn! Sports focuses on high school sports media by providing live-streaming services for high school athletic events across the United States. The company operates the NFHS Network, a platform created in partnership with the National Federation of State High School Associations, which aggregates sports media rights from various state high school athletic associations. This network allows schools to produce and broadcast their own sports events through the School Broadcast Program, significantly increasing the variety of content available. PlayOn! Sports differentiates itself from competitors by being the largest provider of high school sports live streams globally, catering specifically to the niche market of high school athletics. The company's goal is to enhance the visibility of high school sports, support student-athletes, and provide a platform for schools to showcase their events while generating revenue through subscriptions, advertising, and licensing fees.

Company Stage

Series F

Total Funding

$53.5M

Headquarters

Atlanta, Georgia

Founded

2008

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-3%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • Merger with GoFan expands revenue streams through digital ticketing and concessions.
  • Strategic investment from KKR provides capital for expansion and technological advancements.
  • Appointment of James Rosenstock as CFO focuses on financial growth and innovation.

What critics are saying

  • Emerging competition from startups like Joymo threatens market dominance in sports streaming.
  • Strategic shifts from new board members may disrupt current business models.
  • Expansion into digital ticketing may divert resources from core live-streaming services.

What makes PlayOn! Sports unique

  • PlayOn! Sports is the leading provider of live-streamed high school sports events.
  • The NFHS Network streams more high school sports events than any other company globally.
  • Partnership with NFHS aggregates sports media rights from state high school associations.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

401(k) Retirement Plan

401(k) Company Match

Hybrid Work Options

Flexible Work Hours

INACTIVE