Customer Service Representative, Trackwrestling
Description
FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families and athletes of over 25 different 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 a home for underserved sports and we’re looking for people like you to help us!
THE ROLE:
We are looking for a full-time Customer Support Representative to join the Trackwrestling team. Our growing wrestling technology software company needs confident team players who will be responsible for providing industry-leading customer service and support to our customers. We're looking for authentic, outgoing, customer-focused individuals who love to dive into issues and are energized by helping customers and solving problems. The right candidate will be able to accommodate a flexible schedule that includes daytime, evenings, and weekends for a total of 40 hours per week year-round.
At Trackwrestling, our mission is to provide the best wrestling software in the world. Our Customer Support Team is an integral part of that mission as we strive to allow everyone using our platform to be successful. We're looking for people who not only believe in our mission, but have a passion for helping and teaching. We offer the opportunity to truly make a difference in the lives of our customers and athletes around the world. Join us!
RESPONSIBILITIES:
- Provide timely, friendly, and professional responses to customer inquiries, issues, and requests via phone and email
- Serve as the voice of the customer and know when to escalate technical issues, outages, and other concerns that affect the viewer or user experience
- Maintain and update customer accounts, subscriptions, and billing information per department policies and guidelines
- Actively listen and ask relevant questions to understand and troubleshoot issues, determine root cause, and help find the right solution for the customer
- Successfully meet all agent and department metrics
- Assist leadership with various projects and tasks as they arise, with a heavy focus on projects during the offseason
KNOWLEDGE, SKILLS AND ABILITIES:
- 1-2 years experience on the Trackwrestling platform as an event director or team administrator
- 1-2 years of customer support experience
- The ability to communicate (spoken and written) effectively with a vast variety of customers and specifically be able to provide clear instructions of technical issues/steps to resolve
- Ability to retain and become proficient with high amounts of information
- Excellent problem solving skills and willingness to take initiative
- Demonstrate a high sense of urgency and ownership
- Strong time management skills
- Proven record of strong work ethic and pride in the work you do
- Knowledge of the Google Suite and proficiency in learning and navigating multiple computer programs
BONUS POINTS:
- Tournament management experience
- High level of comfort with troubleshooting computer hardware and tournament equipment setup
- A desire to learn about new technology
- An intrinsic need/desire to help people
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. As such, we are intentional in our hiring practices in an effort to overcome systemic biases we may be blind to. FloSports has adopted the “blind recruiting” process, which aims to open our opportunities up to more candidates, help us be more objective in how we review applicants and mitigate bias in our decision making processes.
OUR BENEFITS:
- Recognized two years in a row as a Top Workplace by the Austin-American Statesman
- Strong remote work culture
- All-hands events hosted once a year in beautiful Austin, Texas
- Annual equity awards for all top performers
- Competitive and comprehensive medical, dental and vision plans
- Peace of mind through company-paid short-term disability, long-term disability and life insurance
- Generous 401(K) company match vested immediately
- Progressive parental leave policies
- Paid time off
- Hack-a-thons and a full calendar of team-building and social events
- Company donation to youth teams and leagues that our employees coach
- Stocked snack bar, catered lunch and breakfast tacos every week in the Austin office