Customer Support Analyst - Jobs in Waterloo, ON

Job Description

HOCKEYTECHEveryone knows that Hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services If so, now is your chance to bring your obsession for hockey and your passion for technology together.THE ROLE:The role of the Customer Support Analyst, Full Time is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.DAY TO DAY SUPPORTBe 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 DESK 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 SOC to ensure accurate information and expectations are being met for events, community, HockeyTV or AHLTV customersProvide guidance to partners on admin tools, general platform usage and syndicationTroubleshoot and test our HockeyTV and AHLTV app using various devices and OTT AppsLEAGUESTAT & APIProvide 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 contentSTREAMING OPERATIONSProvide guidance to partners on admin tools, HockeyTV general usage and syndicationProcess customer refundsTroubleshoot and test our HockeyTV and AHLTV app using various devices and OTT AppsPROCESSESWhen requested, work with the Team Lead and/or Manager, Customer Support to:

• Adjust processes that require modification
• Document process changes for future reference and review
• Recommend improvements to workflow to gain efficiencies

• Make recommendations to improve response time and customer experience

SHIFT EXPECTATIONS

• Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules
• Attend weekly customer support meetings
• Other duties as assigned

REPORTINGOn a day-to-day basis, reporting will be through the Team LeadOverall report to Senior Manager, Customer SupportKNOWLEDGE, SKILLS AND ABILITIESPrevious Customer Service experience.Advanced problem-solving skills.Excellent communication and interpersonal skills.Experience in playing ice hockey or be 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.OUR BENEFITS:

• Competitive employer paid benefits such as health, medical, vision, dental, LTD, AD&D, life insurance etc
• Free Employee Assistance Program
• RRSP, with the company matching 3%
• 15 Vacation days to begin
• 5 Personal Paid Emergency days
• 5 Personal Unpaid Emergency days
• Birthday Paid Time Off
• Continuing Education Program
• Wellness / Fitness Program

FLOSPORTS INCHockeyTech is a wholly owned subsidiary of FloSports Inc. headquartered in Austin Texas.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!Were committed to an inclusive, accessible work environment, where all employees feel valued, respected and supported. We will happily provide accommodation for applicants with disabilities as part of our recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require additional accommodation.Only applicants selected for an interview will be contacted.Quick Apply

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