Technical Customer Support Specialist

‍About ScorePlay

ScorePlay is revolutionizing sports media by transforming how content is captured, managed, and delivered. Founded in 2021, our AI-powered SaaS platform streamlines workflows for over 200 customers including top Premier League, Ligue 1, and LaLiga clubs, alongside major leagues and federations like UEFA, LFP, FIBA, and CAF. With 3x year-over-year growth and 100% retention, we're backed by 20VC, Seven Seven Six, and elite athletes like Kevin Durant, Raphaël Varane, Mario Götze, Edouard Mendy, and more. ScorePlay is at the forefront of modern sports storytelling, with its approach to empower organizations through dynamic technology to connect athletes, broadcasters, and sponsors worldwide, empowering organizations to engage fans in real time.

Role Overview:

We are looking for a dynamic and motivated Technical Customer Support Specialist to join our growing team. In this role, you will be at the forefront of our customer interaction, providing vital technical support to our users. As part of a fast-paced startup environment, you’ll be responsible for diagnosing, troubleshooting, and resolving technical issues reported by customers. You will manage incoming support tickets, triage issues, and escalate when necessary, ensuring our users have a seamless experience with ScorePlay’s products.

This position is remote, with a working pattern of Wednesday to Sunday - 12-8pm UTC, providing crucial support during key hours for our global customer base. You will work collaboratively with internal teams, including developers and product specialists, to solve complex problems and ensure high levels of customer satisfaction.

Key Responsibilities: Customer Support:

• Respond to customer queries through live chat, ensuring timely and professional communication at all times.
• Diagnose and troubleshoot technical issues related to ScorePlay’s products, including software and system bugs, connectivity issues, and user error. Apply detailed knowledge of the product to resolve or escalate issues efficiently.
• Provide clear, step-by-step guidance to customers to resolve technical problems. Work proactively to resolve issues on the first contact where possible, ensuring a positive customer experience.
• If an issue cannot be resolved in a timely manner or requires additional expertise, escalate the ticket to the appropriate technical or product team. Collaborate with cross-functional teams to find solutions and prevent recurrence of the issue.
• Collect and relay common customer feedback, feature requests, and pain points to the product and engineering teams to help improve ScorePlay’s offerings.
• Maintain and update knowledge base articles and internal documentation to assist both customers and internal teams in resolving issues. Contribute to the development of FAQs, troubleshooting guides, and product tutorials.

Key Qualifications & Skills:

• Minimum of 2 year in a technical support role within a startup.
• Previous experience troubleshooting technical products directly in a remote support role is a must.
• Experience working with technical platforms across at least one of the following: Intercom, Linear, Notion, Datadog, Livesession or similar would be preferable but not mandatory.
• Familiarity with media softwares such as OBS, VLC, and cloud storage clients (e.g. Cyberduck) would be preferred but not essential.
• Basic knowledge or interest in sports, media/video, web design or web based platforms is highly desirable.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers in a clear, concise, and friendly manner.
• Comfortable working in a fast-paced, startup environment where priorities can shift quickly. Ability to handle multiple tasks simultaneously and manage time effectively.

Availability:

Willingness to work the assigned hours: 12pm to 8pm UTC, Wednesday through Sunday, with days off on Monday and Tuesday. Working hours may vary based on time zones, day light saving and customer needs.