Global 24/7 Technical Support Specialist

Global Sports Jobs Limited; Wilmington (DE); Vor Ort; USD 29.000 - 59.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid holidays

Zusammenfassung

Global Sports Jobs Limited seeks a dedicated technical support specialist to assist clients using our Video platform solutions. This role provides first-contact support, coordinates installations, and delivers remote training to a global customer base.

You will own issues through to resolution, document requests, and help shape the online help centre. Collaboration with engineering and cross-functional teams is essential, with rostered nights to maintain 24/7 coverage.

Qualifikationen

• Willingness to go above and beyond for the customer.
• Written and verbal communication skills.
• Prior troubleshooting experience with PC or Mac based systems.
• Ability to work extended hours and on weekends.
• Ability to thrive in a dynamic work environment and see tasks through to completion.
• Great understanding of a range of sports, including the challenges that athletes and coaches face.
• Passion for providing exceptional product support.

Aufgaben

• Provide technical support assistance to clients using Video platform solutions through phone, email, or live chat.
• Coordinate the installation of client computer software products, modification and repair of hardware, and resolution of client technical problems.
• Deliver remote product training.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Escalate problems to the next level of support when appropriate.
• Record details of all incoming support requests in line with company procedures, ensuring accurate information is obtained.
• Create support content for the online help centre.
• Help validate new software features, including getting hands-on with the technology in the field, and validate and update support processes.
• Work collaboratively with other members of the global support team and the engineering department.
• Effectively prioritise the incoming queue and utilise remote software to access both customer and internal hardware.

Kenntnisse

Customer focus

Communication skills

Troubleshooting PC/Mac

Availability for weekends

Team collaboration

Sports knowledge

Ausbildung

Assoc degree

Tools

Salesforce

Zendesk

Jobbeschreibung

Global Sports Jobs Limited seeks a dedicated technical support specialist to assist clients using our Video platform solutions. This role provides first-contact support, coordinates installations, and delivers remote training to a global customer base.

You will own issues through to resolution, document requests, and help shape the online help centre. Collaboration with engineering and cross-functional teams is essential, with rostered nights to maintain 24/7 coverage.