Technical Support Specialist

3 days ago

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ScorePlay

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

⚽ Sports

💰 $5M Seed Round on 2023-07

Description

• Provide vital technical support to our users. • Responsible for diagnosing, troubleshooting, and resolving technical issues reported by customers. • Manage incoming support tickets, triage issues, and escalate when necessary. • Collaborate with cross-functional teams to find solutions and prevent recurrence of the issue. • Collect and relay common customer feedback, feature requests, and pain points to improve ScorePlay’s offerings. • Maintain and update knowledge base articles and internal documentation to assist both customers and internal teams in resolving issues. • Oversee and manage live media ingest workflows for optimal performance.

Requirements

• Minimum of 1-2 years in a technical support role in a SaaS company is a must, ideally within media/broadcasting industry. • Familiarity troubleshooting technical products across live streaming in the sports media industry would be preferred. • Previous experience working within a fully remote technical support role is a must. • Experience working with technical platforms across at least one of the following: Intercom or Linear or Jira or Zendesk or Logic would be preferable but mandatory. • Familiarity with media softwares such as OBS, VLC, and cloud storage clients (e.g. Cyberduck) would be preferred but not essential. • Basic knowledge or interest in sports, media/video, web design or web based platforms is highly desirable. • Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers in a clear, concise, and friendly manner. • Comfortable working in a fast-paced, startup environment where priorities can shift quickly. • Ability to handle multiple tasks simultaneously and manage time effectively.