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Customer Success Specialist

Classification: Regular, Full-Time Employee

Pay Rate: $12.00/hour+ (based on experience)

Reports to: Chief Operating Officer

Summary/Objective

The Customer Success Specialist plays a critical role in this fast growing tech company. The person in this position will be responsible for developing the technical support knowledge base of our officiating management platforms (officiating.com and assignr.com), as well as providing thorough and compassionate support to our customers for all their tech needs.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Develop the technical support knowledge base of the software platform, including writing help documents and creating how-to video tutorials
  • Respond to and handle all tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling and conducting webinar demonstrations
  • Answer all customer calls to listen to and resolve issues, answer questions, and capture feedback for how BlueZebra Sports can improve the user experience
  • Troubleshoot technical issues within the system and solve problems as they arise
  • Assist in creating sales and marketing campaigns, including running ads and managing social media accounts
  • Conduct client outreach to learn about the user experience and understand how to improve the platform and determine which new features to add
  • Research various sports conferences and identify potential new clients for BlueZebra Sports to contact
  • Organize and create systems and processes to support the backend needs of the company to help ensure a streamlined and efficient operation
  • Assist with other duties as assigned

Required Competencies

  • Attention to Detail: The ability to be thorough and accurate when reading, interpreting and performing tasks.
  • Autonomy: Effectively works independently with little guidance or oversight. Asks questions and seeks guidance, as needed. Self-motivated to accomplish goals.
  • Client Relations/Customer Service: To nurture, protect and enhance the relationship between the company and its clients or customers.
  • Communication: Effectively listens and shares knowledge and information with others. Able to communicate both in written and oral forms, using proper spelling and grammar. Adapts communication style to audience and fosters effective communication with others.
  • Empathy The capacity to understand or feel what another person is experiencing from within their frame of reference, i.e., the capacity to place oneself in another's position.
  • Problem-Solving Skills: Embodies critical thinking skills to work through the details of a problem to reach a solution.
  • Resourcefulness: Ability to creatively handle new situations or difficulties skillfully and promptly.
  • Taking Initiative + Self-Driven: Ability to see an opportunity or need and act upon it without being asked or told. Acting in anticipation of future needs, changes or concerns. Making things happen; not waiting for something to happen.

Supervisory Responsibility

This position will have no supervisory responsibilities.

Work Environment

Job duties for this position will be performed in either remotely in a work environment of your choosing or in a typical co-working office environment located in Rochester, NY.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This position is sedentary and the individual in this role must be able to remain seated and use a computer for prolonged periods of time with repetitive use of the hands and fingers.

The employee will need to have good vision in order to see and perform their job duties, as well as the ability to hear and speak clearly with fellow team members and customers, so listeners can understand.

Position Type/Expected Hours of Work

This is a regular full-time position, which consists of approximately 40 hours per week, working Monday through Friday from 9am - 5pm in your local time zone. The employee must be located in the Pacific, Mountain, Central, or Eastern time zones.

Travel

No travel is required in this position.

Required Education and Experience

  • Minimum formal education of high school diploma or GED.
  • Minimum one (1) year of experience in a customer support role.
  • Intermediate computer knowledge and Mac experience a must, including the use of web apps in general (i.e. Wordpress) and understanding web technology from an end-user’s perspective.
  • Ability to independently learn and implement new technologies quickly.

Preferred Education and Experience

Previous experience handling tech support for a SaaS company highly preferred.

Work Authorization

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position is not eligible for work visa sponsorship.

EEO Statement

BlueZebra Sports provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueZebra Sports complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

To Apply

We will only accept applications through our online job application form.

Questions

For other questions about this job posting, please contact us by email at jobs@bluezebrasports.com. No phone calls, please.