Company Description

Stack Sports is a global sports technology company based in Plano, TX with offices in Denver, CO, San Diego, CA, and Atlanta, GA. From our humble beginnings as sports parents and coaches, we founded Stack Sports to transform the youth sports experience by helping other parents, coaches and administrators manage all aspects of their sports organizations. By developing easy-to-use league management solutions, we allow parents, players and coaches to focus on the game - not administrative duties. Our founders and employees wear many hats. Successful entrepreneurs. Loving parents. Sports enthusiasts. Community volunteers. Being able to juggle all the important aspects in life can be difficult as sports parents.

Our Values

  • Play to Win - Strive for greatness every day. Results count.
  • Be a Team Player - Commit to collective success. Be anchored in transparency, candor, and respect.
  • Own the Solution - Be a problem solver. Embrace the challenge.
  • Run in Our Customers' Shoes - Have empathy for our customers and evaluate our performance through their eyes.

The ideal Senior Product Support Agent should be highly motivated and committed to helping Youth Sports by supporting our rapidly growing Partner base. Our business is built on the relationships garnered through excellent Partner Service, therefore an ideal candidate should possess the attitude needed to make each Partner feel like they are our most important Partner. We are seeking someone with prior experience supporting multiple software offerings, and can learn the ins and outs of various software quickly.

Skills & Qualifications

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Need to Have

  • A passion for helping others. Our commitment to our Partners defines who we are, so having a positive attitude and a passion for providing technical solutions is critical.
  • Excellent problem solving, and troubleshooting skills 
  • Fantastic verbal and written communication skills 
  • 2+ years in a Software Support Role
  • 1 year of handling customer escalation experience 
  • The ability to explain multi-step solutions to non-technical customers
  • The ability to write up step by step instructions to recreate defects
  • A true self starter who can complete tasks without instruction,
  • Prior experience collaborating effectively with team members across multiple lines of business and/or products
  • Prior experience interacting with customers via multiple channels
  • Experience with JIRA, Salesforce(or similar CRM), and Google Suite

Great to Have

  • Experience and/or understanding of organized Sports League Management  
  • Team leadership experience

Responsibilities

  • Resolve Partner Support inquiries via phone, chat, and Salesforce CRM regarding software products
  • Communicate defects with the Product Team
  • Communicate updates, fixes and solutions to Partners
  • Maintain a working knowledge of the various software products, Help Guides, Blogs and Monthly Playbook newsletters to easily direct Partners to the appropriate information when replying to inquiries
  • Collaborate with team members and escalate inquiries through the proper channels to find solutions
  • Use information gathered from Partners to keep up-to-date account information in the appropriate CRMs
  • Collect and report common themes with product issues and bugs
  • Serve as escalation point for Support Team Leads across multiple products

 

What We Offer

  • Modern and collaborative work environment
  • Supportive team members
  • Entrepreneurial environment - leave your mark
  • Comprehensive benefit package
  • Fully paid parental leave

At this time, Stack Sports will not sponsor a Visa for this role.

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