Support Analyst

About the role

This role centers on taking proactive ownership of client issues before they escalate into larger problems. You will leverage strong analytical thinking to diagnose and resolve technical challenges efficiently for PlayOn platform users. In this position, you will make proactive client calls to check in, assess needs, and provide timely updates that strengthen relationships. You will work closely with the support team to share insights and strategies that drive rapid resolution while maintaining high customer satisfaction. The role requires you to identify opportunities for process enhancements and share actionable feedback to improve support operations. You will stay informed about the latest product updates and industry trends to provide outstanding guidance and support. Ultimately, you will deliver exceptional customer service by anticipating client needs and solving issues before they arise.

Key facts

What you'll do

• Initiate proactive outreach to clients to identify potential issues and deliver tailored solutions that enhance their overall experience.
• Utilize strong analytical abilities to diagnose and resolve technical problems efficiently, ensuring timely and effective support for clients.
• Conduct proactive calls with clients to assess needs, provide updates, and foster strong relationships that build trust and partnership.
• Collaborate closely with the support team to share insights and strategies that accelerate issue resolution while maintaining high satisfaction levels.
• Identify opportunities to enhance support processes and provide feedback aimed at improving tools, operations, and customer interactions.
• Investigate and resolve client technical issues using established troubleshooting methodologies and diagnostic techniques.
• Maintain current knowledge of product updates and industry trends to offer outstanding support and guidance to clients.
• Document all client interactions, issues, and resolutions accurately within support systems to ensure continuity and compliance.
• Escalate complex technical issues to appropriate teams while following up to ensure timely resolution and client satisfaction.
• Monitor support metrics and performance indicators to identify trends and drive continuous improvement in service delivery.
• Serve as the primary point of contact for clients needing technical assistance related to the PlayOn platform and its services.
• Demonstrate ownership by following through on commitments and ensuring that client issues are resolved to their satisfaction.
• Support the development of internal knowledge base articles and resources to improve team-wide support effectiveness.
• Communicate technical information clearly and effectively to non-technical stakeholders during phone and email interactions.

Requirements

• Hold a high school diploma or equivalent as the minimum educational requirement for this position.
• Demonstrate strong problem-solving skills with the ability to work independently and collaboratively in a team environment.
• Possess excellent communication skills, both written and verbal, for conveying technical information to non-technical stakeholders.
• Show strong customer service skills with a genuine passion for providing exceptional service to every client.
• Ability to work under pressure in a fast-paced environment while maintaining attention to detail and accuracy.
• Have experience with ticketing systems and other technical support tools used in a professional setting.
• Adhere to company policies, procedures, and code of conduct while representing PlayOn professionally at all times.
• Be capable of managing multiple client inquiries simultaneously while maintaining quality and responsiveness.
• Comply with all data privacy and security guidelines when handling client information and technical data.
• Meet all scheduled work hours and availability requirements as outlined by the support team schedule.

Nice to have

There are no preferred items specified in the source beyond the core requirements and responsibilities.

Practical notes

The engagement details for this role are listed as "See source," indicating that specific information regarding hours, schedule, and employment terms has not been provided in the main job description. Candidates should refer to the original source material for complete details on work hours, potential travel expectations, visa sponsorship information, and application deadlines if any are outlined externally. The position is based in Chamblee, Georgia, and candidates must consider this location when assessing commute or relocation needs. No compensation details are provided in the available source material, so interested applicants should seek additional clarification during the application or interview process if compensation information is required for their decision-making.