The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

The Tier 1 Technical Support Agent is a key member of the School Support Team (SST), embodying qualities of high motivation, attention to detail, and exceptional customer service. With an unwavering commitment to documentation and escalation best practices, this role plays a pivotal part in providing first-level non-technical and basic technical support to our school users. Responsibilities include troubleshooting common issues, triaging more complex problems, and ensuring proactive follow-ups. Agents diligently monitor open, pending, on-hold, or follow-up needed tickets to ensure timely resolutions and high customer satisfaction, handling every customer interaction with meticulous attention to detail.

Additional responsibilities and accountabilities for this role could include:

• Provide initial response and resolution for various non-technical and basic technical inquiries from school staff, covering common operational and system-related issues.

• Efficiently escalate tickets requiring advanced technical intervention to Tier 2 support with comprehensive internal notes, ensuring seamless continuity and enhanced satisfaction.

• Proactively follow up on tickets in open, pending, on-hold, or follow-up status to ensure unresolved issues are addressed promptly, facilitating continuity and timely escalation to Tier 2 support when necessary.

• Collaborate with cross-functional teams and departments to ensure accurate escalation of issues, facilitating smooth handoffs and timely resolutions, thus optimizing the support process, and enhancing overall customer satisfaction.

• Demonstrate a meticulous attention to detail by thoroughly analyzing past ticket history, Salesforce notes, and relevant resources to ensure accurate assessment and resolution of customer inquiries. 

• Exhibit a sense of urgency and unwavering dedication in addressing customer issues, prioritizing timely resolution and proactive communication to ensure a high level of customer satisfaction.

• Strong empathetic skills with a proven ability to understand and share the feelings of our clients, guaranteeing a supportive and caring interaction every time.

• Prior experience in customer service, preferably in a technology or media-related field, demonstrating a capacity to resolve issues and maintain high customer satisfaction rate.

• Strong communication skills, both written and verbal, with the ability to convey technical information in a clear and concise manner.

• Experience with ticketing systems like Zendesk and customer relationship management (CRM) software such as Salesforce.

• Flexibility to adapt to changing priorities and willingness to learn new technologies and processes as required.