Customer Service Representative - Tricon Solutions

SUMMARY:

The SportsEngine Play & Events Contractor is responsible for working directly with subscribers of SportsEngine Play, which includes organization administrators and end users, within the Customer Support department. The SportsEngine Play & Events Contractor is responsible for proactive outreach to optimize customer usage, answering customer support inquiries, and supporting live events as needed. This position is held to KPI metrics related to performance consisting of response and close time, LIVE event support, Happiness Ratings and Product Adoption. 

QUALIFICATIONS/REQUIREMENTS:

• High school diploma or GED
• Must be able to work a flexible schedule, including weeknights, weekends and holidays

DESIRED CHARACTERISTICS:

• 2+ years of customer service experience
• Proven ability to communicate (spoken and written) effectively with a vast variety of customers
• Outstanding communication skills, both written and verbal
• Demonstrated problem solving skills, ability to think on your feet, and take initiative
• Demonstrate a sense of urgency and ownership thinking
• Demonstrate strong organizational, time management and prioritization skills
• High level of professional customer service
• Capable of thriving in a high-pressure, team-oriented and fast-paced environment with the ability to persevere and maintain a positive attitude
• Previous experience in the technology industry desired
• Technical aptitude and an ability to learn new technologies
• Ability to accommodate schedule and activity/priority changes on short notice
• Working knowledge of Microsoft Office and ability to quickly learn new systems
• An intrinsic need/desire to help people
• A love of sports is a plus!

Responsibilities:

• Become a subject matter expert within our tools and the SportsEngine Play platform to best serve our customers
• Supporting point of contact with internally hired production crews and event managers to assist with document tracking, live stream scheduling, video uploads and organizational admin support
• Provide timely and effective support to SportsEngine Play subscribers
• Conduct escalation outreach to customers who request, or need, managerial assistance, or SportsEngine Play product assistance
• Proactive outreach to subscribers to improve product adoption and usage within their organization
• Collaborate with peers and Manager to drive change and improvements within the SportsEngine Play product, this includes participating in team projects ·
• Act as a good steward of the company mission and values
• Other duties as assigned

Comments/Special Instructions

Contractor must be available to work nights and weekends occasionally

NOTES FROM HIRING MANAGER

Can you tell me more about your team?

• For this role – new team being built
• Customer experience department
• Main focus is the new platform – sports engine play
• 1 of 5/6 divisions under CX
• Team Culture: Create a family atmosphere, understanding of different personalities, coaching team members and creates an area with respect. Likes to have fun and team building

Can you tell me about this position and the day-to-day activities?

• Customer outreach
• Interact with customer's who are calling in with needing help with accessing the platform
• Ensuring the customer is set up properly
• Answering billing questions
• Walking customers through how to find different parts of the platform
• Two different parts of the software – ensure customer has a level of expertise on both sides. (Most customers do not know there are two parts)
• Assisting through ticketing system
• Assisting through email and chat
• Sometimes may have to set up calls for more in-depth training/understanding
• Verifying events (livestreams) are set up and ready to be operational on day to day (EX – basketball tournament – have 50 screens to run for the tournament, contractor would need to ensure all streams are set up accurately and ready for operation.
• Daily communication and engagement with HM for tasks to complete

Of the items listed on the job description, can you tell me the top 3 skills for the role?

• Communication is huge
• Ability to quickly diagnose the problem and come up with a resolution
• Good problem solving skills
• Comfortability working on a platform is a plus

What stands out to you on a resume?

• Someone with customer service experience – 1 - 3 years
• Have flexibility with their working schedule
• Working within a platform and supporting ticket request is a plus

What has made someone successful in this role in the past? Or unsuccessful in the past?

• Successful – having a positive attitude, good time management skills, having a level of relationship with the customer when you work with them, taking time to understand the concerns while also keeping time in mind.
• Unsuccessful – gets comfortable doing the minimum or minimal work, not going out of their way to help

What soft skills are needed to be a good fit for the team?

• Good communication
• Good customer service skills
• Professional
• Trainable
• Hardworking
• Personable
• Shows initiative

Are there some basic screening questions you would like me to have the suppliers ask candidates, which would help tell if someone is a right fit?

• To add with "selling comments":
• Confirm contractor can work nights and weekends as needed:

Are there any responsibilities or tasks that the contractor will have to do that are not included in the job description?

• Possible cross training in other platforms

Can you tell me what your interview process would look like?

• 1 interview – with HM and team member

Will this position be onsite or remote?

• Remote – Does not need to be located in Minnesota – Please site on resume where they are located.

When are you looking for this position to be filled?

• ASAP