Specialist, Product Support
About The Position
The Product Support Specialist will be the first line of communication for all Monumental+ customer interactions, serving as a vital link between the fans and the platform’s technical ecosystem. This position involves the live intake of customer questions, technical issues, and feedback during Capitals, Wizards, and Mystics game broadcasts. The Specialist will use customer service insights to assist the Product team in scoping out and developing new features and improvements aimed at driving platform stability and enhanced user experience. Are you quick on your feet, tech-savvy, and passionate about delivering a great customer experience? Do you thrive in fast-paced, live environments and enjoy solving problems in real time? Apply today! We’d love to hear from you!
Requirements
- Bachelor’s Degree or equivalent professional experience.
- 1–3 years of experience in customer support, digital media, or a technical service environment.
- Strong communication skills, with a demonstrated comfort level in proactively contacting customers and managing high-volume interactions.
- Proficiency in help desk software (e.g., Freshdesk, Zendesk, or similar) and a track record of maintaining organized customer databases.
- Strong technical proficiency, with the ability to quickly learn and explain digital processes such as sign-up flows, provider authentication, and app troubleshooting.
- Analytical attitude, capable of identifying trends in customer feedback and translating technical bugs into actionable insights for product and development teams.
- Flexibility to work evenings, weekends, and holidays, specifically following the live broadcast schedules of the Capitals, Wizards, and Mystics.
Responsibilities
- Serve as the primary external voice for Monumental+, handling all live customer interactions with a focus on education and platform adoption.
- Manage and maintain the support email alias and monitor the official social media support account to ensure timely responses across all digital touchpoints.
- Educate customers on platform utility, including the sign-up process, how to authenticate partnering TV providers, and general navigation of the Monumental+ app.
- Proactively engage with fans to resolve friction points, ensuring a premium streaming experience.
- Oversee daily intake of customer inquiries during live game windows for the Capitals, Wizards, and Mystics.
- Handle live "hustle" intake, ensuring every fan inquiry is acknowledged and addressed with efficiency.
- Manage the FreshDesk database, ensuring every ticket is properly categorized, tracked, and resolved according to platform standards.
- Monitor, manage, and report on customer service trends, proactively flagging growing issues or anomalies to the wider product teams in real-time.
- Monitor Social channels and respond within 24 hours.
- Maintain a comprehensive log of all customer-related tickets, identifying recurring stability threats or bugs.
- Create and update documentation for common troubleshooting workflows to be used by the broader digital team.
- Develop and manage a repository of "frequently asked questions" based on real-time feedback to aid in customer self-service.
- Provide primary technical support for platform users, addressing issues related to account access, UI/UX hurdles, and device-specific performance bottlenecks.
- Coordinate with the internal Product team to verify platform reliability during high-traffic live events.
- Monitor customer support metrics and trends daily to identify patterns in platform performance or user dissatisfaction.
- Analyze data to identify anomalies in sign-up or authentication flows that could impact revenue or engagement.
- Prepare and distribute performance reports for cross-functional teams, highlighting how support trends impact broader business objectives.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
