First Line Support Agent Nashik

We are looking for a First Line Support Agent based in Nashik to join our team!

Spiideo is the leading provider of automated cloud-based solutions for video analysis and streaming of sports. With an entirely new way of recording sharing and analyzing sports performance and producing sports for streaming Spiideo has a unique position in the market. Our solution strikes the perfect balance between performance simplicity and accessibility.

Today Spiideo is used by hundreds of organizations globally across multiple sports (including soccer basketball and ice hockey) ranging from top-tier leagues such as the English Premier League MLS LigaMX USL and NWSL to youth and collegiate programs worldwide.

ABOUT THE ROLE

As a First Line Support Agent you will play a key role in ensuring our customers get the best possible experience with our products.

Responsibilities:

• Answering incoming requests from Spiideo customers and triaging according to our Service Level Agreements

• Act as the first point of contact and advocate for our customers across all products

• Escalate incidents to our Second Line Support & Engineering teams when needed

• Investigate and replicate bugs and testing new features

• Collect customer feedback and channel insights back to our product team for improvements

• Help manage our league processes to provide a seamless customer experience

• Contribute to delivering a best-in-class support experience
  

Qualifications:

• A strong interest in helping customers and solving problems

• Ability to work independently and stay on top of things in a fast-paced environment

• Excited to be working in a fast-paced environment predominantly during night shifts and weekends

• A passion for technology and sports!

• Experience in a customer facing role

• Experience with support and help desk tools such as Intercom Zendesk or similar is highly valued

• Strong written and verbal communication skills in English

What we can offer:

• A role in a fast-growing sports tech company with a global footprint

• A fun skilled and highly motivated international team

• The opportunity to work with leading sports organizations and teams around the world

• A modern work environment where we use the latest tools and technologies

Availability:

• Availability to work night shifts

• Flexibility to work during key business coverage periods including JuneAugust and year-end holiday periods

Location: This is an onsite position in Nashik India. You will report to the First Line Support Lead based in Nashik.