Customer Support Specialist
Toronto, Canada
Sports Services
Posted/Updated: 01/25/18
Job Summary
MAJOR FOCUS:
Pointstreak.com Inc. (PSI), the leader in real-time scoring and league administration software for the sports of hockey, lacrosse and soccer through its Electronic Gamesheet and League Administration System™©, is seeking a customer support specialist who will act as the primary interface to the customer providing initial first response customer assistance and support. This position calls for flexibility, excellent interpersonal skills, excellent oral and communication skills, deep commitment to customer satisfaction, and the ability to work well with outside clients and all levels of internal management and staff. The specialist will be a key contributor to the success of this rapidly growing company by assuming a number of essential functions.
ESSENTIAL FUNCTIONS:
- Provide front line customer support of the company’s real-time statistical products.
- Assist customers to achieve smooth transition to and operation of the PSI system.
- Assess, analyze, and remedy customer issues.
- Instruct and guide customers in the use of various product features.
- Receive, document, escalate and respond to customer complaints.
- Coordinate, schedule and deliver customer training.
- Answer the customer support line during and occasionally after work hours.
- Maintain Pointstreak’s reputation for fast customer support through professional, friendly and responsive customer service.
- Occasionally provide input to technology department for product improvements and development.
REQUIREMENTS/EDUCATION:
- College diploma in Business, Marketing or related field.
- Strong organizational skills with effective oral and written communication skills.
- Must be a team player, willing to contribute to the benefit of the entire team.
- Extremely comfortable with computers, software and web-based technologies.
- Polite and friendly phone manner.
- Working knowledge of Microsoft Office; proficient in Word, Excel and Outlook.
- Strong understanding of the sports of hockey and/or lacrosse very much an asset.
- Must be a driven, self-starter and fast learner motivated to work and prosper in a high-growth, software Technology Company in the sports sector.
- Must possess a valid driver’s license.
- Must speak and write fluent English.
LOCATION:
Toronto
ACCOUNTABLE TO:
Customer Support Manager
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