Technical Support Agent Tier 1

THE ROLE

The Tier 1 Technical Support Agent is a key member of the School Support Team (SST), embodying qualities of high motivation, attention to detail, and exceptional customer service. With an unwavering commitment to documentation and escalation best practices, this role plays a pivotal part in providing first-level non-technical and basic technical support to our school users. Responsibilities include troubleshooting common issues, triaging more complex problems, and ensuring proactive follow-ups. Agents diligently monitor open, pending, on-hold, or follow-up needed tickets to ensure timely resolutions and high customer satisfaction, handling every customer interaction with meticulous attention to detail.

Additional responsibilities and accountabilities for this role could include:

•  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

THE OUTCOMES WE EXPECT:

Outcome #1: Leverage available downtime to proactively follow up on all unresolved tickets, aiming to increase engagement rates and drive more tickets toward full resolution.

Outcome #2: Enhance the quality of internal notes and accuracy of ticket classification to ensure reliable data for future analysis and reporting.

Outcome #3: Increase resolution rate to achieve an average of 3 Tier 1 solves per hour.

• 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.

• 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 MaxPreps—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.