Customer Support Specialist

Job Description

Responsibilities
Customer Support Specialist

SportsEngine UK is seeking a Customer Support Specialist to support our TeamUnify and GoMotion platforms in our UK market. This position will be based at our office in Belfast. Our growing sports technology software company needs a confident team player who will be responsible for providing awe-inspiring customer service and support to our customers. We're looking for an authentic, outgoing customer-focused individual who loves to dive into technical issues and is happy interact with customers to guide them through our products and services.

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30M 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; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; GoMotion, sports and fitness business software solutions; and NBC Sports Edge, a leading platform for fantasy sports information and betting-focused tools.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Join us.

Role and Responsibilities:

As a key member of the Customer Success team, you will handle in-bound, front line technical support issues for our customers. Our high performing team members are passionate about delivering excellence in customer service and support. They excel in our fast-paced environment, demonstrating a proactive. solutions based approach.

In delivering the key priorities of the role, the Customer Success Specialist will;
• Develop a strong understanding and in-depth knowledge of our tools and platforms to best assist end users in optimizing these to support their team management activities.
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat. Determine the issue, conduct a root cause analysis and thereafter provide technical support and guidance by stepping our customers through appropriate solutions.
• Collaborate with other departments to escalate issues and contribute to the continuous improvement of our products and services.
• Record and maintain case logs to document all activities in line with internal processes and set procedures.
• Participate in team meetings, project streams, events and activities that develop strong working relationships and encourage a supportive team working environment.
• Contribute to cross team knowledge sharing and the coaching of new hires as they begin their journey with the SportsEngine family.
• Undertake other duties as assigned.

Requirements:
• 1+ year of experience in a customer focused environment within the technology sector.
• Experience using communication/ CRM platforms such as Intercom, SalesForce, Ring Central and 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.
• Experience of working in a motivating, fast paced team environment, engaging with colleagues and contributing to collective efforts.
• Willingness to participate in weekend support line cover based on a reasonable rotational schedule of no more than one per month

Additional skills and experience that would be advantageous;
• BSc in a relevant discipline such as Computer Science, Business, Communications or equivalent
• Strong organizational, time management and prioritization skills.
• Excellent written & verbal communication skills.
• A passion and interest in sports and sports tech

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.

We are proud to be a disability confident employer and we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Qualifications/Requirements
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Jobcode: Reference SBJ-g348qq-3-144-172-115-42 in your application.