Technical Support Specialist

Job Description

At NBC SportsNext, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.
This role is part of our Youth & Recreational Sports group, comprised of technology platforms such as SportsEngine Motion, SportsEngine HQ, SportsEngine Play. We enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organisations, communicate effectively and collect payments.
It's a great time to be part of the business and our employees are part of a truly global company within the NBCUniversal International wider corporate family. Although we ''keep a start-up spirit'' and have an internal feel of a small agile company, we can leverage all the benefits and resources of an international corporate community. We work closely with our Orlando US based colleagues in GolfNow, Golf Channel, NBCUniversal International and Comcast.

Job Description
SportsEngine is currently seeking a bright, motivated professional to join our fast-paced, high growth and passionate team as a Technical Support Specialist. The Technical Support Specialist will be a key member of the wider Customer Success Team. Our high performing team members are passionate about delivering excellence in customer service and are responsible for the support and success of our customers across the Motion platform.
In delivering the key responsibilities of the role, the Technical Support Specialist will:
• Develop a strong understanding and in-depth knowledge of our tools and platforms to best assist end users.
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat.
• Work closely with customers to identify potential revenue growth opportunities for the Sales team.
• Being the key point of contact for clients to escalate issues during the implementation and onboarding process and liaising with colleagues across the business to seek solutions and resolve.
• Determine the issue, conduct a root cause analysis and thereafter provide technical support and guidance by stepping our customers through appropriate solutions.
• Escalate technical incidents to relevant departments.
• Participate in team meetings, project streams, events and activities that develop strong working relationships and encourage a supportive team working environment.
• Undertake other duties as assigned.
Qualifications
Minimum Requirements:
• 1+ year of experience in a customer focused environment within the technology sector.
• Experience using communication remote support tools.
• Be technology savvy with a sense of curiosity and desire to continue learning new technology.
• Experience of call handling, determining and resolving end user issues and coaching users in the use of tech products and services.
• Able to demonstrate a proactive approach with good time management and autonomy in delivering excellent customer service.
• High energy and engaging personality with patience for all levels of technology users.
• Experience of working in a motivating, fast paced team environment, engaging with colleagues and contributing to collective efforts.
Candidates must also be able to demonstrate:
• Great organisational skills.
• Good negotiating skills.
• Persistence and resilience.

Additional Skills & Experience:
• Education to degree level in a relevant discipline (e.g. Business/ Marketing/ IT).
• Experience in delivering client training onsite and/or remotely.
• Experience with CRM platforms such as Salesforce.
• Sales experience within an E-Commerce/sports tech environment.
• Familiarity of or experience within the UK market relating to sports.
Location: Belfast (hybrid office and home working pattern)

Jobcode: Reference SBJ-j65mqb-3-135-198-159-42 in your application.