Customer Support Analyst

FloSports; Waterloo; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading sports technology firm in Waterloo, Canada, is seeking a Customer Support Analyst to provide excellent support for clients in hockey-related technologies. Responsibilities include troubleshooting issues, managing support tickets, and collaborating with partners to ensure satisfaction. Ideal candidates will have strong communication skills, a technical background, and a passion for hockey. This is a full-time, entry-level position offering competitive benefits.

Benefits

Competitive health benefits

RRSP with company matching

15 vacation days

Qualifications

• Previous customer service experience required.
• Proficiency in English, both verbal and written.
• Availability to work days, evenings, and weekends.

Responsibilities

• Be the primary resource for answering inbound calls.
• Troubleshoot customer and partner issues in real time.
• Escalate bugs or product issues when necessary.
• Provide guidance on platform usage to partners.

Skills

Customer service experience

Problem-solving skills

Communication skills

Technical knowledge

Computer skills

Familiarity with ice hockey

Ability to work in a fast-paced environment

Tools

WordPress

Salesforce

Job description

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FloSports leads the way in delivering world-class digital streaming for millions of fans, families, and athletes in underserved sports. Our digital platform unites casual and dedicated spectators alike, offering thrilling live events from around the world with interactive features, real-time analytics, and powerful broadcast technology. As the essential destination for niche sports content, we deliver everything from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. We've revolutionized the global sports media industry by building a diverse team—technologists and wrestlers, creators and cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and sports fans—all united by our passion to serve underrepresented sports communities. We're creating the ultimate destination for our sports, and we're looking for people like you to join us!

The Role

Everyone knows that hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.

The Customer Support Analyst, Full Time, is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.

Responsibilities

1. Be the primary resource for answering inbound calls and triage to appropriate resolutions.
2. Be the primary line of communication for incoming support tickets via phone, email, web submissions, and chat.
3. Troubleshoot customer and partner issues and resolve in real time.
4. Log customer support calls and emails in our support portal to track all issues.
5. Follow up on unresolved customer tickets.
6. Promote an environment of delivering accurate information quickly to customers and partners.
7. Escalate bugs or product issues to the Team Lead or Manager, Customer Support.
8. Work with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV, or AHLTV customers.
9. Provide guidance to partners on admin tools, platform usage, and content syndication.
10. Troubleshoot and test HockeyTV, AHLTV, and FloSports apps across various devices and OTT platforms.
11. Support partners within Leaguestat, specifically League and Team Admin support.
12. Assist partners using HockeyTech APIs, Statview Feed, and Module Kit.
13. Troubleshoot and test mobile Buzzer Apps on various devices.
14. Assist partners with WordPress content creation.
15. When needed, work with the Team Lead or Manager to modify processes, document changes, and improve workflows.
16. Participate in rotating shifts, including weekends and evenings, based on streaming schedules and requirements.

Knowledge, Skills, and Abilities

• Previous customer service experience.
• Advanced problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience or familiarity with ice hockey.
• Strong technical knowledge.
• Proficiency in English, both verbal and written.
• Advanced computer skills.
• Ability to work in a fast-paced environment.
• Availability to work days, evenings, and weekends.
• Bonus: WordPress and Salesforce experience.

Our Commitment To Diversity

FloSports values diversity and inclusivity, striving to create a workplace where different perspectives are heard and valued. We use blind recruiting practices to support objective hiring decisions and believe diverse teams foster innovation.

Our Benefits

• Competitive benefits including health, vision, dental, LTD, STD, AD&D, life insurance, and employee assistance programs.
• RRSP with 3% company matching.
• Starting with 15 vacation days.
• Emergency and personal days, birthday leave.
• Team-building events, catered lunches, and social activities.
• Annual top-performer awards and company contributions to youth sports.

Seniority level: Entry level

Employment type: Full-time

Job function: Customer Service