Support Specialist

Play On is seeking a Support Specialist to help schools and fans successfully stream live events using our platform. This role is responsible for assisting customers, managing support cases, and ensuring a smooth and reliable experience for users of our streaming services. This role will be supporting our late shift from 3pm-12am, but all Support Specialists work across a variety of shifts to support live event coverage and customer needs throughout the day.

• Customers receive timely, clear, and helpful support that resolves their issues efficiently.
• Cases are documented accurately and consistently within the CRM system.
• Support queues remain healthy and manageable during both normal and peak support periods.
• Schools and fans experience reliable streams and positive interactions with the support team.
• The Support Specialist contributes to identifying recurring issues and improving overall service quality.

• Provide case-based support to schools and fans using our streaming platform.
• Receive cases through a round‑robin system and proactively monitor queues to take additional cases as needed.
• Communicate clearly and professionally with customers to understand issues and guide them toward resolution.
• Document troubleshooting steps, outcomes, and relevant details within the CRM system.
• Flex between supporting schools, fans, and proactive quality initiatives depending on case volume and operational needs.
• Identify patterns or recurring issues and elevate when necessary to improve overall platform quality.
• Maintain productivity and responsiveness in a queue‑based support environment.
• Follow established processes, support standards, and documentation requirements.
• Collaborate with internal teams when additional assistance or escalation is needed to resolve customer issues.
• Contribute to initiatives aimed at improving stream quality and overall customer experience.

• 1–3 years of experience in customer support, help desk, call center, or operations support roles (preferred but not required).
• Strong customer service mindset with a passion for helping others solve problems.
• Comfortable using computers and learning new systems such as CRM or case management tools.
• Excellent written communication skills and the ability to explain solutions clearly to customers.
• Strong attention to detail when documenting cases and customer interactions.
• Ability to stay organized and manage multiple cases in a queue‑based environment.
• Flexible and adaptable in a fast‑paced support setting where priorities may shift throughout the day.

• Multiple medical insurance plans to choose from.
• Dental, vision, life and disability insurance.
• Employee Emergency Fund.
• Company equity (stock options).
• Open PTO policy.
• 401K plan with company match.
• Hybrid/flexible work environment.

Note:

Must be a full‑time employee to participate in the company’s employee health benefit plan. Part‑time employees and interns are not eligible to participate.