Specialist, Customer Support

Location

Syracuse, NY | United States

Job description

The team at SIDEARM provides the technology platform that powers the official websites, mobile apps, statistical integration, live audio and video streaming, and e-commerce platforms of more than 1,600 collegiate athletic partners across the nation. 

We’re a passionate mix of technologists, creatives, and strategists that care deeply about the products we create, and the people we create them for.  We stand at the intersection of sports and technology, and are constantly innovating and evolving our products to deeply integrate the industries and provide exceptional products for our partners and their fans.   Our team embraces a casual and collaborative work environment that moves at a rapid pace, where all team members are deeply involved in the success of our products and services. 

We're fortunate enough to be trusted by some of the biggest brands in the industry, including 300 NCAA Division I programs, and over 55 of the 65 Power 5 athletic departments.  We are proud that the work we do is experienced by millions of sports fans each year.  

We are actively accepting applications for a Specialist, Customer Support to join our Customer Support team.  In this role, you’ll focus on providing best-in-class customer support to our partners across the nation.  

Responsibilities:  

• Provide partners with knowledgeable guidance through SIDEARM’s suite of digital products, such as SIDEARM’s proprietary content management system, live stats, apps, etc. 
• Provide timely and accurate responses to partner problems via phone, email, or the support ticket system, Freshdesk.
• Create and maintain positive and long-term relationships with SIDEARM’s partner base.
• Serve as the liaison between customers experiencing advanced problems and SIDEARM’s internal teams, such as Product, Sales, and Development.
• Ability to assist the SIDEARM Streaming Support team as needed. 
• Be available for a flexible work schedule to accommodate games and events throughout the day, including nights and weekends. 

Our Ideal candidate:  

You are a problem solver.  You’ll work collaboratively with your team to creatively solve a variety of technology and human problems for our clients. You must be confident and self-assured. 

You are a communicator.You’ll be communicating with hundreds of partners on a yearly basis and have strong verbal and written communication skills. 

You enjoy learning.  We are a technology-focused organization that is constantly evolving our products, services, and work processes, learning together in how we can best serve our clients.  You must be able to stay positive and upbeat during high-stress situations. 

You are accountable. SIDEARM is a team of various talents and responsibilities, all working together to build products that connect with our clients and fans. Every member of our team works cohesively to solve problems and complete the task at hand. 

You are detail oriented. Our ideal candidate can pay close attention to the work in front of him or her. Every interaction is an opportunity to positively impact the partner experience.  

You are flexible. With more than 1,600 collegiate athletic partners, every day is a new opportunity to experience and grow as a valuable team member. Our ideal candidate is agile, looking for a challenge, and can multitask.  

 
 Minimum Requirements:

• 2+ years of customer service experience
• Demonstrated advanced knowledge of websites, apps, and social media
• Demonstrated knowledge of college sports
• Deep passion for providing exceptional customer service, through empathy, honesty, and transparency  
• Demonstrated strong verbal and written communication skills
• Commitment to SIDEARM’s core values of Care, Efficiency, and Innovation, as well as Diversity, Equity, and Inclusion

We’ll be extra impressed if you have:  

• Knowledge of the SIDEARM Content Management System
• Knowledge of the StatCrew/Genius Sports statistical input programs
• Knowledge of HTML/CSS

Pay Transparency

The approximate base pay range for this position is $19.23 to $21.63. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Individuals may also be eligible for an annual discretionary bonus and/or sales compensation. Actual compensation may vary based on factors including but not limited to job-related knowledge, skills, and experience as well as geographic location.

LEARFIELD offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability and Other Insurance Plans, Flexible Paid Time Off (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. LEARFIELD is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity.

#2334314

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