Support Specialist

Support Specialist

PrestoSports provides industry leading sports technology solutions and support to help athletic organizations create fans for life. We are a SaaS company providing technology to colleges and conference offices. Backed by Battery Ventures, PrestoSports delivers solutions for building athletic brands, igniting fans, and funding sports programs. Battery Ventures formed its sports division in 2017 which included the acquisitions of PrestoSports, Stretch Internet, and Black Diamond (SIDHelp). PrestoSports is committed to delivering customers a more expansive suite of software solutions to help them nurture and grow their tight-knit communities of members, fans, athletes and coaches.

As a PrestoSports Support Specialist, you'll be a problem solver, working collaboratively with your team to creatively address technical and human challenges faced by our clients. With a strong understanding of the sports industry, you'll empathize with the daily demands of sports information professionals while delivering exceptional support through clear and effective communication. In our fast-paced, ever-evolving technology environment, you'll remain a constant learner, adapting to new tools and workflows while maintaining a positive attitude under pressure. Attention to detail and accountability are key, as every interaction is an opportunity to strengthen client relationships and ensure seamless user experiences. Flexibility and a proactive mindset will empower you to tackle new challenges and grow as an essential member of our team.

Salary: FT, $20/hr, eligible for OT

RESPONSIBILITIES & DUTIES:

• Provide customers with guidance through PrestoSports suite of digital products, such as PrestoSports content management system, live stats, and apps.
• Provide timely and accurate responses to customers problems via Salesforce cases, live chat, or texting/SMS.
• Create and maintain positive and long-term relationships with PrestoSports customers.
• Serve as the liaison between customers experiencing advanced issues and PrestoSports internal teams, such as product, sales, and marketing.
• Office hours 1:1 trainings for our customers
• Be available for a flexible work schedule to accommodate games and events throughout the day, including nights and weekends.

YOU ARE/A:

• Problem solver.   You'll work collaboratively with your team to creatively solve a variety of technology and human problems for our clients. You must be confident and self-assured.
• Industry Enthusiast. You understand our customer base and the challenges they face, along with the daily grind of sports information/communication teams.
• Communicator. You'll be communicating with hundreds of partners on a yearly basis and have strong verbal and written communication skills.
• Constant learner.   We are a technology-focused organization that is constantly evolving our products, services, and work processes, learning together how we can best serve our clients. You must be able to stay positive and upbeat during high-stress situations.
• Accountable. PrestoSports is a team of various talents and responsibilities, all working together to build products that connect with our clients and fans. Every member of our team works cohesively to solve problems and complete the task at hand.
• Detail oriented. Our ideal candidate can pay close attention to the work in front of them. Every interaction is an opportunity to positively impact the partner experience.
• Flexible. Every day is a new opportunity to experience and grow as a valuable team member. Our ideal candidate is agile, looking for a challenge, and can multitask.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• Bachelor's degree preferred not required
• At least 2-3 years of support, customer-facing experience
• Knowledge and background in product best practices and systems
• Basic understanding of Salesforce, Google Suite, and collegiate sports
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Experience in software-as-a-service (SaaS) and sports statistical software
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to work and thrive in a team environment, focused on achieving results
• Ability to work both independently and as part of a team
• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level