Customer Support Analyst - Remote

Overview

The Customer Support Analyst role at FloSports is a full-time position focused on ensuring customer success by effectively triaging and resolving client issues across various product lines.

In Short

• Primary resource for answering inbound calls and triaging to appropriate resolutions.
• Handle incoming support tickets via phone, email, web submissions, and chat.
• Troubleshoot customer and partner issues in real time.
• Log customer support interactions in the support portal.
• Follow up on unresolved customer tickets.
• Promote accurate information delivery to customers and partners.
• Escalate bugs or issues to the Team Lead or Manager.
• Work with Global Partnership Managers to ensure accurate information for events.
• Provide guidance on admin tools and platform usage.
• Assist partners in WordPress for website content creation.

Requirements

• Previous Customer Service experience.
• Advanced problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with ice hockey.
• Strong technical knowledge.
• Proficiency in English.
• Advanced computer skills.
• Able to excel in a fast-paced environment.
• Ability to work flexible hours including evenings and weekends.
• Bonus points for WordPress and Salesforce experience.

Benefits

• Competitive employer-paid benefits including health and life insurance.
• Free Employee Assistance Program.
• RRSP with company matching.
• 15 vacation days to start.
• Paid emergency days and personal days.
• Birthday paid day off.
• Team building and social events.
• Stocked snack bar and catered lunches.
• Annual all-hands events in Austin, Texas.
• Annual equity awards for top performers.