Customer Care Specialist remote work

Position: Customer Care Specialist - Contract (open to remote work)
The NESN team is searching for a customer-obsessed, friendly, and highly analytical Customer Support Specialist (Contract) to join our Marketing and Product team for approximately 15-20 hours per week.

Please note:
This is a remote position, but the candidate must be local to MA.

In this role, the specialist will support the Customer Care Supervisor in customer care operations, call center management, processes and procedures, and answering customer inquiries as needed. This individual will have knowledge of our products, programming and services, field customer feedback and provide information to our external customer call center.

A qualified Customer Care Specialist will demonstrate strong process management skills and be passionate about providing the best customer service possible to avid sports fans. Ideal candidates have brand ambassador experience and will go above and beyond to ensure customer satisfaction.

Essential Duties and Responsibilities:

• Reporting to the Sr. Technical Project Manager, the Customer Care Specialist (Contract) will assist in maintaining and executing NESN's response plans to complaints and issues for all NESN products, content, programming and services.
• Handle customer or partner issues that Level 1 agents cannot resolve.
• Update knowledge base articles and internal troubleshooting playbooks.
• Document recurring technical issues and suggest preventive measures.
• Assist in building troubleshooting scripts for Level 1 agents.
• Identify trends in technical complaints that could indicate systemic issues.
• Work with logs, monitoring dashboards, and analytics tools to isolate issues.
• Escalate confirmed bugs to Supervisor and product team with detailed reproduction steps.
• Assist in delivering relevant communications to external call centers including analyzing weekly reports, customer satisfaction data, and continual communication and check-ins.
• Develop FAQ for new aspects of the NESN business that need to be created for fan responses.
• Assist in working towards defined KPIs/SLA targets and help drive customer care efforts towards hitting targets.
• Monitor forecasts alongside vendor partners.
• Help with compiling reports on customer care department performance, KPIs, and SLAs.
• Monitor and ensure use of ticketing systems by all vendors and stakeholders.
• Collaborate with various internal departments to understand workflows and processes to ensure escalation procedures and problem-solving is quick and effective.
• Share customer feedback on common issues with Customer Care Supervisor so that products or services can be improved.
• Promptly respond to all customer queries/escalations via e-mail, phone, social media channels as needed as well as handle call center inquiries.

Qualifications:

• 3+ years of experience in a customer service role
• Ability to work weekends and evenings.
• High school diploma or GED
• Experience with CRM/support ticket systems (e.g., Zendesk, Freshdesk, Oracle). Preferably, Zendesk.
• Superb written, interpersonal and communication skills.
• Advanced skills with MS Office (particularly with Excel)
• High aptitude for learning new software applications.
• Strong ability to work collaboratively in a team-oriented environment across various departments.
• Sound judgement and excellent problem-solving skills
• Must embrace the NESN Core Values:
  People, Customer Focus, Adaptability, Teamwork, Diversity, Integrity, Accountability, Passion and Social Responsibility.

Preferred Qualifications:

• Experience working for a sports team, network, subscription business or e-commerce entity.
• Experience supporting mobile and OTT (Over-The-Top) streaming applications.
• Experience reporting on care operations.
• Ability to diagnose streaming playback issues (buffering, poor quality, black screens, sync problems) as well as authentication/authorization failures (e.g., SSO, TVE, subscription checks).

The expected range for this position is $22 to $27 per hour. The final offer will be determined by a variety of factors, including the candidate's experience, knowledge, skills, and internal equity.

Who We Are

NESN (New England Sports Network) is owned by Fenway Sports Group, which also owns the Boston Red Sox and Pittsburgh Penguins among other holdings, and Delaware North, owners of the Boston Bruins. NESN is delivered throughout the six-state New England region and nationally as NESN National. The definitive source for New England sports programming, NESN consistently has been one of the top-rated regional sports networks in the country, with a reputation for innovative and award-winning production of sports events and specials.

As of 2023, NESN manages Sports Net Pittsburgh, a newly branded regional sports network that televises Pittsburgh Penguins and Pirates games, as well as local college sports, original content and more in PA, WV, and portions of MD, OH and NY.

Our professional environment is passionate, adaptable, creative, and filled with aspiring individuals who are driven to grow with our company. Our core values are at the heart of who we are. We…