Customer Support Specialist

PlayMetrics • Morrisville, NC

5d • Hybrid

About The Position

PlayMetrics is a fast growing B2B SaaS company revolutionizing the way youth sports organizations operate. Our industry-leading platform is trusted by thousands of clubs, leagues, and governing bodies to manage operations, communication, scheduling, and player development, all in one place. PlayMetrics is seeking a Customer Support Specialist for its Customer Success team. The Customer Support Specialist is responsible for enabling customers to implement and use the PlayMetrics software platform. The goal of the Customer Support team is to provide a world class customer journey and assist customers with onboarding and responding to questions about PlayMetrics features.

Requirements

• 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.
• Cannot consider candidates who require sponsorship for a work-authorized visa.

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

Benefits

• Competitive pay
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level