MaxPreps Advantage Support Analyst

MaxPreps Advantage Support Analyst

Alpharetta, GA

PlayOn is looking for an MaxPreps Advantage Support Analyst to provide next-level service to the customers of MaxPreps Advantage, ensuring that any issues are successfully resolved while requiring the lowest amount of customer effort necessary. Our MaxPreps Advantage Support Analyst is a creator of trust, transforming our customers into raving promoters of their experience with MaxPreps Advantage.

As an MaxPreps Advantage Support Analyst, you will be charged with raising the average of the experiences that we give our customers by role modeling best in class service, tackling issues or frustrations head on, and inputting data as efficiently and accurately as possible. You'll get to work alongside an extremely passionate and supportive team but also be stretched to explore your own professional growth.

The outcomes you'll deliver include:

• Increase our customers' brand loyalty by providing exceptional service
• Decrease resolution time for our customers by diagnosing issues more quickly and efficiently handling support cases/tickets
• Accurately and efficiently onboard new and returning schools/customers

In this role, you can expect to:

• Monitor the customer support queue by responding to inquiries, prioritizing requests, and ensuring timely resolution of customer issues
• Manually onboard new MaxPreps Advantage schools by accurately configuring school accounts, user access, and platform settings to ensure a smooth implementation.
• Troubleshoot customer issues by identifying root causes and coordinating with internal and external teams to drive timely, effective resolutions.
• Support special projects, process improvements, and other operational initiatives as needed to enhance onboarding, team efficiency, and the overall customer experience.

To thrive in this role, you have:

• 1 year of software application customer service or support experience
• Preferred experience with using coaching tools, analytics platform and automated camera solutions
• Excellent troubleshooting skills, including research on software application errors and issue re-creation
• Strong ability to prioritize and manage time efficiently
• Possess natural curiosity and have an affinity for creative problem-solving
• Extremely motivated individual who is passionate about helping customers achieve success
• Exceptional written and verbal communication skills
• High-level performer who excels in both a team and individual environment
• Candidates should also thrive in a fast-paced environment and be able to take on new responsibilities quickly and easily

How you play:

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
• Fairness over Popularity- You approach decisions with a scientist's mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others' perspectives, and manage emotions in decision-making.

PlayOn is where high school sports come to life. Through GoFan, NFHS Network, and MaxPreps, we give every fan a front-row seat to the moments that matter most: the buzzer-beaters, the comeback wins, the senior nights, the rivalries that define a town.

We built our technology for the people who live and breathe high school athletics the parents who never miss a game, the alumni still cheering from across the country, the communities that show up week after week. From buying tickets to watching a live stream to reliving the highlights, we make it simple to stay close to the sports and the athletes you love most.

Backed by KKR, we build the technology that powers high school athletics from the inside out: Schools trust us to handle ticketing, streaming, fundraising, concessions, merchandise, and more so the people running programs can stay focused on the athletes and fans we all serve together.

We're a growth-stage company on a mission to make high school sports more accessible, more memorable, and more connected than ever before.

When being there means everything, we make sure you never miss a moment.

Why you'll love working at PlayOn:

Product, potential, and people. We're a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions. This is a growth-stage company, meaning your contributions have real impact. You'll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve. Our culture is built on accountability, collaboration, growth, and fairness. We don't just show upwe show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what's right even when it's hard. Together, we strive to be better every daybecause we know that's how we win as a team.

The benefits we offer include:

• 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
• Hybrid/flexible work environment
• Note: Must be a full-time employee to participate in the company's employee health benefit plan. Part-time employees and interns are not eligible to participate