Support Analyst

PlayOn • Chamblee, GA

4d • Hybrid

About The Position

PlayOn is seeking a proactive and customer-focused Support Analyst to join our dynamic team! If you’re excited about making calls, anticipating client needs, and solving issues before they even arise, this is the role for you. In this position, you will provide expert assistance to clients facing technical challenges related to the PlayOn platform, all while delivering exceptional customer service.

As a member of our team, you will work alongside experienced customer experience professionals, troubleshooting technical issues and providing expert assistance to our clients. You will have the opportunity to continuously enhance your technical knowledge and skills, while contributing to process improvement initiatives that aim to exceed customer expectations and satisfaction.

Requirements

• High school diploma or equivalent required.
• Strong problem-solving skills with the ability to work independently and collaboratively.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical stakeholders.
• Strong customer service skills with a passion for providing exceptional service.
• Ability to work under pressure in a fast-paced environment.
• Experience with ticketing systems and other technical support tools.

Responsibilities

• Take initiative to identify potential issues before they escalate, reaching out to clients with tailored solutions that enhance their experience.
• Leverage your strong analytical skills to diagnose and resolve technical problems efficiently, ensuring clients receive timely and effective support.
• Make proactive calls to clients to check in, assess their needs, and provide updates, fostering strong relationships and a sense of partnership.
• Work closely with the support team to share insights and strategies that drive rapid resolution of client issues while maintaining high customer satisfaction.
• Identify opportunities for process enhancements and share feedback to improve our support operations, tools, and customer interactions.
• Stay informed about the latest product updates and industry trends, equipping yourself with the knowledge to provide outstanding support and guidance to clients.

Benefits

• Multiple medical insurance plans to choose from
• Dental, vision life and disability insurance
• Employee Emergency Fund
• Company equity (stock options)
• Open PTO policy
• 401K plan with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED