Note: The job is a remote job and is open to candidates in USA. PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. They are seeking a Customer Support Specialist for its Customer Success team, responsible for enabling customers to implement and use the PlayMetrics software platform and providing world-class customer support.
Responsibilities
- Monitor and respond to general support questions
- Communicate with PlayMetrics users to identify and help resolve issues
- Provide 1:1 support calls as requested by customers
- Identify and document product issues/customer enhancement needs and communicate to the product team
- Communicate with customers when customer reported product issues/enhancements are delivered in future releases
- Identify and communicate key metrics and provide regular reporting on customer status to company stakeholders
- Identify and contribute articles to our internal knowledge base as well as the customer help center
- Use appropriate customer service techniques to ensure customers are fully informed about our products
- Communicate customer reported enhancements and defects to PlayMetrics product and leadership members:
- Identify and document customer enhancement needs and communicate to the product team
- Communicate with customers when customer reported enhancements and defects are delivered in future releases
Skills
- Will be at least 18 years of age
- Will have a minimum of bachelor's degree in business or related field
- Can read, write, and fluently speak and understand English
- Are confident using technology and navigating technology applications
- Have a minimum of two (2) years previous Customer Support experience
- Will be legally authorized to work in the US for any employer in the US
- We cannot consider candidates who require sponsorship for a work-authorized visa
Benefits
- Competitive benefits, including comprehensive medical, dental, and vision plans for you and your dependents which are 100% company paid
- 401(k) with employer match
- Company paid group and disability insurance
- Paid Time Off
- Casual dress work environment
- Central office location in RTP
- Hybrid work-from-home three days per week, but subject to the Company’s needs and policies in the future
Company Overview