PlayOn! Sports is the nation’s largest rights-holder and producer of high school sports, producing and broadcasting over 200,000 high school events per year on the NFHS Network. PlayOn is providing high schools with the Pixellot platform to produce and broadcast professional-grade events via artificial intelligence and automation. The Pixellot automated production solution was introduced to high schools four years ago and has quickly become an integral component of the NFHS Network’s offerings. The Pixellot solution allows every event to be streamed live without requiring personnel to produce the games, thereby eliminating the operational strain created by manual game productions. PlayOn has allocated more than $200 million in capital for the project, which will enable any of the 19,500 NFHS state associations’ member schools that currently lack production capabilities to receive up to two free Pixellot Systems in their primary sports venues.
Job Summary:
The Customer Support Agent is responsible for troubleshooting issues for online subscribers who visit our site. They answer questions, solve technical issues, monitor live events, and help ensure successful broadcasts of live video.
Duties/Responsibilities:
- Respond to customer e-mails, phone calls, and social media posts in a timely manner.
- Address complex account and billing issues and work with other teams to drive resolution.
- Troubleshoot customer connectivity issues.
- Coordinate with other departments to diagnose and fix site issues.
- Monitoring events to make sure video is transmitted properly
- Help test new site features
Expectations:
- Communicate clearly and professionally with customers
- Show good judgement about when to escalate issues and involve others in solving problems
- Enjoy working with people and answer calls in a courteous, professional manner
- Demonstrate basic technical skills and experience solving problems with customer computers
- Help the Customer Support team identify and document commonly occurring issues
- Basic IT support knowledge
- At least 1 year of experience in a call center environment
- Zendesk is a plus, but not required
Education and Experience:
- High School Diploma or Bachelor’s degree from an accredited college/university.
- 2 years’ experience in Customer Service role related to technology
- Critical thinking skills, resourceful and effective decision-making
- Exceptional conflict resolution, and problem-solving skills