What are the responsibilities and job description for the Support Analyst position at GoFan?
PlayOn is seeking a proactive and customer-focused Support Analyst to join our dynamic team! If you’re excited about making calls, anticipating client needs, and solving issues before they even arise, this is the role for you. In this position, you will provide expert assistance to clients facing technical challenges related to the PlayOn platform, all while delivering exceptional customer service.
THE OUTCOMES WE EXPECT:
Take initiative to identify potential issues before they escalate, reaching out to clients with tailored solutions that enhance their experience.- Leverage your strong analytical skills to diagnose and resolve technical problems efficiently, ensuring clients receive timely and effective support.
- Make proactive calls to clients to check in, assess their needs, and provide updates, fostering strong relationships and a sense of partnership.
- Work closely with the support team to share insights and strategies that drive rapid resolution of client issues while maintaining high customer satisfaction.
- Identify opportunities for process enhancements and share feedback to improve our support operations, tools, and customer interactions.
- Stay informed about the latest product updates and industry trends, equipping yourself with the knowledge to provide outstanding support and guidance to clients.
THE TALENTS YOU BRING:
- High school diploma or equivalent required.
- Strong problem-solving skills with the ability to work independently and collaboratively.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical stakeholders.
- Strong customer service skills with a passion for providing exceptional service.
- Ability to work under pressure in a fast-paced environment.
- Experience with ticketing systems and other technical support tools.
If you are a highly motivated individual with a strong passion for delivering exceptional customer experience, we invite you to apply for the ACO Support Specialist position at PlayOn. As a member of our team, you will work alongside experienced customer experience professionals, troubleshooting technical issues and providing expert assistance to our clients. You will have the opportunity to continuously enhance your technical knowledge and skills, while contributing to process improvement initiatives that aim to exceed customer expectations and satisfaction.
HOW YOU PLAY:
- Ownership over Participation: You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
- Team over Stars: You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
- Growth over Comfort: You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
- Fairness over Popularity: You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.
Company Overview
PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and VidSwap—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place. We save administrators time so they can focus on what truly matters: supporting the students, staff, and fans who bring their programs to life.
Trusted by thousands of schools across the country, we're here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again.
When being there means everything, we make sure you never miss a moment.
Why you’ll love working at PlayOn
Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions.
This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve.
Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team.
The Benefits We Offer
Multiple medical insurance plans to choose from
Dental, vision life and disability insurance
Employee Emergency Fund
Company equity (stock options)
Open PTO policy
401K plan with company match
Hybrid/flexible work environment
Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate.
