Support Analyst

Overview

Play On is seeking a proactive and customer‑focused Support Analyst to join our dynamic team! If you’re excited about making calls, anticipating client needs, and solving issues before they even arise, this is the role for you. In this position, you will provide expert assistance to clients facing technical challenges related to the Play On platform, all while delivering exceptional customer service.

• Take initiative to identify potential issues before they escalation, reaching out to clients with tailored solutions that enhance their experience.
• Leverage strong analytical skills to diagnose and resolve technical problems efficiently, ensuring clients receive timely and effective support.
• Make proactive calls to clients to check in, assess their needs, and provide updates, fostering strong relationships and a sense of partnership.
• Work closely with the support team to share insights and strategies that drive rapid resolution of client issues while maintaining high customer satisfaction.
• Identify opportunities for process enhancements and share feedback to improve support operations, tools, and customer interactions.
• Stay informed about the latest product updates and industry trends, equipping yourself with knowledge to provide outstanding support and guidance to clients.

• High school diploma or equivalent required.
• Strong problem‑solving skills with the ability to work independently and collaboratively.
• Excellent communication skills, both written and verbal, to effectively convey technical information to non‑technical stakeholders.
• Strong customer‑service skills with a passion for providing exceptional service.
• Ability to work under pressure in a fast‑paced environment.
• Experience with ticketing systems and other technical support tools.

• Ownership over Participation:
  Take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach.
• Team over Stars:
  Build processes and relationships with external teams, rally around common goals, find win‑win solutions, and help others succeed.
• Growth over Comfort:
  Seek opportunities to expand your comfort zone, skills, and confidence, embracing new challenges with curiosity.
• Fairness over Popularity:
  Approach decisions with a scientist’s mindset, challenge assumptions, remain objective, and consider long‑term impacts over short‑term gains.

• Multiple medical insurance plans to choose from
• Dental, vision, life, and disability insurance
• Employee Emergency Fund
• Company equity (stock options)
• Open PTO policy
• 401(k) 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.