Technical Support Specialist - APAC

‍About ScorePlay

Our mission is to transform the way sports brands manage, leverage and license their media content. Founded in 2021, ScorePlay is the first AI-powered end-to-end media workspace designed for sports. We've co-constructed a software that helps sports organizations index, manage, distribute, and monetize their videos, live broadcasts and photos on a single platform, enabling their visual storytelling and expanding their online reach and brand. We use AI and data to tag content automatically, which can automate and streamline classification, distribution and production, as well as streamlining video broadcast workflows to better connect ecosystems.

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Over 170 sports organizations from around the world, including the Paris 2024 Olympics, the AFCON (CAF), Sacramento Kings (NBA), Swiss Football League, Volleyball World (FIVB & CVC Partnership), West Ham, Aston Villa, Brentford & Wolves (Premier League), Angel City & SD Wave (NWSL), Major League Pickleball, AS Monaco (Ligue 1), Real Sociedad (La Liga), NYCFC & Orlando City SC (MLS), The Amundi Championship (Golf), Freeride World Tour (Ski freestyle) and Stade Rochelais (Top14) use ScorePlay daily to manage and distribute their content.

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We’re growing

ScorePlay is currently recruiting for a Technical Support Specialist to work in our Customer Support team. You will be responsible for ensuring customer issues are promptly seen to and resolved. This role will work closely with Customer Success and Engineering team.

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At ScorePlay you will be joining a growing company, take ownership and autonomy of your work, and contribute to building a product that changes the sports media landscape. We will provide you with a range of tools here at ScorePlay such as Linear, Notion, Claap and Slack to help you with your work.

The position

Please note: This position is remote, with a working pattern of either 8am - 4pm or 10am to 6pm (depending on location), Thursday to Monday for the following locations: New Zealand and Australian territories: Australian Capital Territory, New South Wales, Tasmania, and Victoria.

We are looking for a dynamic and motivated Technical 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 either 8am - 4pm or 10am to 6pm (depending on location), Thursday to Monday for the following locations: New Zealand and Australian territories: Australian Capital Territory, New South Wales, Tasmania, and Victoria, 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.

Why would you want this role?

• You will be part of a fast-growing SaaS startup with tremendous market-altering potential
• You will be given significant growth opportunities, with the ability to quickly develop and own part of the team’s work
• Every day you will solve strategic problems - both for customers and for ScorePlay

Responsibilities

• Respond to customer queries through various channels (e.g., email, ticketing system, 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.
• 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.
• 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.
• Provide professional services support, including real-time platform and analytics monitoring to ensure seamless operations.
• Oversee and manage live media ingest workflows for optimal performance.
• Assisting in archive migrations, ensuring secure and efficient transitions.
• Organizing customer live broadcast schedule.

Key Qualifications & Skills:

• Minimum of 1-2 years in a technical support role in a SaaS company is a must, ideally within media/broadcasting industry.
• Familiarity troubleshooting technical products across live streaming in the sports media industry would be preferred.
• Previous experience working within a fully remote technical support role is a must.
• Experience working with technical platforms across at least one of the following: Intercom or Linear or Jira or Zendesk or Logic would be preferable but 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: either 8am - 4pm AEDT or 10am to 6pm NZDT, Thursday through Monday, with days off on Tuesday and Wednesday. Working hours may vary based on time zones, day light saving and customer needs.

Values

• Design thinking: We are rooted in design thinking. We believe in placing the end user at the heart of our creative process, fostering empathy and understanding.
• Ambitious yet accountable: Ambition fuels our drive for excellence, propelling us to set bold goals and embrace challenges. We are determined to push boundaries and our ambition is coupled with a sense of accountability.
• Two way transparency: We believe in two-way transparency where open communication flows freely in both directions – from leadership to team members and vice versa.
• Playful Professionalism: We embody the spirit of playful professionalism, blending a lighthearted approach with unwavering commitment to excellence.
• Autonomous Collaboration: At ScorePlay, we champion autonomous collaboration as a core value that shapes our dynamic and innovative workplace culture.

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If you think you have the right skills and identify with our values, click apply now so we can review your profile.

Diversity Statement:

We aim to attract and welcome candidates from diverse backgrounds and we are committed to providing a positive recruitment process, which respects individuality. We are an equal opportunity employer and do not discriminate on the grounds of race/color, national origin, religion/creed, age, sex/gender, sexual orientation, marital/family/civil status, disability, genetic information or any other protected class or dimension of diversity that is protected under the law.

As we are an international company, our main language in the office is English. Please send a CV in English for this role.