MaxPreps Advantage Support Analyst

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.

Responsibilities

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; 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

Requirements

1 year of software application customer service or support experience; 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

Nice to have

Preferred experience with using coaching tools, analytics platform and automated camera solutions

Benefits

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