Job Description

FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families, and athletes of underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator, both experiencing thrilling live events from around the world with interactive features, real time analytics, powerful broadcast technology, and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. That’s what FloSports is all about. We have successfully revolutionized the global sports media industry- the result of creating a diverse team of technologists and die-hard wrestlers, creators and devoted cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and casual sports fans… united by a shared passion to delight the underrepresented communities we serve. We are creating the essential destination for our sports and we’re looking for people like you to help us!

THE ROLE:

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 of the Customer Support Analyst, Full Time 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

• Be the primary line of communication for incoming support tickets via phone, email, web

• submissions and chat

• Troubleshoot customer and partner issues and resolve in real time

• Log customer support calls and emails in our customer support portal to track all customer

  issues

• 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 Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV

• Provide guidance to partners on admin tools, general platform usage and syndication

• Troubleshoot and test our HockeyTV and FloSports apps using various devices and OTT Apps

• Provide partner support within the Leaguestat site, specifically League and Team Admin support

• Provide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit

• Troubleshoot and test our team mobile Buzzer Apps using various devices

• Assist partners in Wordpress to create pages, posts and other website related content

• Provide guidance to partners on admin tools, general platform usage and syndication

• Troubleshoot and test our FloSports using various devices and OTT Apps

• When requested, work with the Team Lead and/or Manager, Customer Support to:

  • 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

• Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules

KNOWLEDGE, SKILLS AND ABILITIES: 

• Previous Customer Service experience.

• Advanced problem-solving 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.

• Bonus points for Word Press and Salesforce experience

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. 

OUR BENEFITS:

• Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program

• Free Employee Assistance Program

• RRSP, with company matching 3%

• 15 Vacation days to begin

• 5 Person Paid Emergency Days, 5 Personal Unpaid Emergency days

• 1 Birthday Paid day off

• FloFun social group creating a full calendar of team building and social events for all staff

• Stocked snack bar, fridge, and catered lunches weekly

• All-hands events hosted annually in beautiful Austin, Texas

• Annual equity awards for all top performers

• Company donation to youth teams and leagues that our employees coach