Customer Support Analyst

OverviewFloSports leads the way in delivering world-class digital streaming for millions of fans, families, and athletes in underserved sports. Our digital platform unites casual and dedicated spectators alike, offering thrilling live events from around the world with interactive features, real-time analytics, and powerful broadcast technology. As the essential destination for niche sports content, we deliver everything from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. We've revolutionized the global sports media industry by building a diverse team—technologists and wrestlers, creators and cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and sports fans—all united by our passion to serve underrepresented sports communities. We're creating the ultimate destination for our sports, and we're looking for people like you to join usResponsibilitiesBe the primary resource for answering inbound calls and triage to appropriate resolutionsBe the primary line of communication for incoming support tickets via phone, email, web submissions and chatTroubleshoot customer and partner issues and resolve in real timeLog customer support calls and emails in our customer support portal to track all customer issuesFollow up on unresolved customer ticketsPromote an environment of delivering accurate information quickly to customers and partnersEscalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer SupportWork with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV or AHLTV customersProvide guidance to partners on admin tools, general platform usage and syndicationTroubleshoot and test our HockeyTV, AHLTV and FloSports apps using various devices and OTT AppsProvide partner support within the Leaguestat site, specifically League and Team Admin supportProvide support to partners using HockeyTech provided API’s, Statview Feed and Module KitTroubleshoot and test our team mobile Buzzer Apps using various devicesAssist partners in Wordpress to create pages, posts and other website related contentProvide guidance to partners on admin tools, general platform usage and syndicationTroubleshoot and test our FloSports and AHLTV app using various devices and OTT AppsWhen requested, work with the Team Lead and / or Manager, Customer Support to :Adjust processes that require modificationDocument process changes for future reference and reviewRecommend improvements to workflow to gain efficienciesMake recommendations to improve response time and customer experienceShifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedulesKnowledge, Skills and AbilitiesPrevious Customer Service experience.Advanced problem-solving skills.Excellent communication and interpersonal skills.Experience in playing ice hockey or being familiar with the sport.Strong technical knowledge.Proficiency in verbal and written English language is essential.Advanced computer skills.Able to excel in a fast pace work environment.Ability to work days, evenings and weekends.Bonus points for Word Press and Salesforce experienceOur Commitment to DiversityFloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans.We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.Our BenefitsCompetitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance programFree Employee Assistance ProgramRRSP, with company matching 3%15 Vacation days to begin5 Person Paid Emergency Days, 5 Personal Unpaid Emergency days1 Birthday Paid day offFloFun social group creating a full calendar of team building and social events for all staffStocked snack bar, fridge, and catered lunches weeklyAll-hands events hosted annually in beautiful Austin, TexasAnnual equity awards for all top performersCompany donation to youth teams and leagues that our employees coach #J-18808-Ljbffr