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

The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

WHY YOU’LL LOVE WORKING AT PLAYON! SPORTS

PlayOn! Sports is more than just a place to work. It's a place to learn, grow, and thrive as people and professionals. We encourage a healthy work-life balance at PlayOn! Sports through offering flexible working schedules and generous paid time off. Come be a part of the team that is changing the landscape of high school sports!

Some benefits we offer include:

• Competitive salary 

• Multiple Medical options to choose from

• Dental, Vision, Life and Disability Insurance

• Open PTO Policy 

• 401K plan with company match 

• Fun and collaborative hybrid/flexible work environment

Note: Part-time employees and interns are not eligible to participate in any of the Company’s Employee Health Benefit Plan listed above. These Benefits are only available to full-time employees of the Company.