We are ScoreVision, a leading software provider in sports technology. We supply affordable, user-friendly software for teams at all levels to keep score, create spectacular game-day productions, capture highlights, and update fans on the latest happenings.
For us - it’s more than the score. Sports create connection, community, and an opportunity for everyone to contribute to the fan experience. Creating inspiring and thrilling athletic experiences requires a hardworking team of developers, training specialists, creators, and technical support. We exceed our customers’ expectations by bringing the best version of ourselves to work every day. We are reliable, honest, curious, and humble. We lead by serving, and that is our number one priority.
About the Position:
As our company grows, we want to hire a well-organized, self-motivated, disciplined individual who loves problem solving and customer service to join our Support team. In this role, you will work with a small elite team of troubleshooting experts who proactively approach an otherwise reactive role. As a full-time support specialist, you will collaborate with customers, partners, and internal staff to solve technical issues relating to audio-video equipment, networking equipment, and the ScoreVision software. ScoreVision Support is not a call center where you read a script or base performance on call duration. Instead, we are conversational, informative, effective, and efficient in resolving issues. We take great pride in our ability to be on the front lines for ScoreVision’s reputation.
Primary Responsibilities & Expectations:
Answering calls, emails, and texts: Your primary responsibility is to support our customers through calls, emails, or text messages during our stated hours of operation—8:00 A.M. CST until the last scheduled game is completed. You must be comfortable with video calls, as we regularly use Zoom or FaceTime to help diagnose issues.
Own the solution: You will be expected to take ownership of your tickets and the investigation process until a ticket is closed. Due to the inherent nature of ScoreVision’s partnership program, our support team is often called for issues unrelated to our software but a part of the audio-visual rack system or displays. When these calls come in, ScoreVision takes responsibility by proactively reaching out to the necessary partner relations on behalf of the customer, acting as an advocate and liaison to ensure resolution.
Multitasking: Many issues can’t be solved immediately, which results in multiple unresolved tickets at any given time. Self-managing the support tickets assigned to you, following up when needed, escalating when necessary, etc., is required to avoid our customers slipping through the cracks.
Work Schedule: Our support team is online until the last scheduled game is complete seven days a week. This means you must maintain a flexible and available schedule as a full-time team member. We have shifts covering the morning, midday, and evening on any given day, including weekends.
Customer Success and Training Basics: You will be asked to regularly monitor ticket patterns to determine if customers need additional training, customer success advice, or deeper technical analysis. You will also be asked to identify customers who efficiently use ScoreVision for marketing to contact for case studies.
Sales Support: Our support team requires you to collaborate with sales as needed to ensure their systems are operating correctly for demos and tradeshows.
Partner Support: You will be asked to work hand-in-hand with our partners to resolve customer issues, looping them in or responding when they loop us in, then owning it or escalating it to completion.
Install Support: You will be asked to work hand-in-hand with our our internal staff when they are onsite at a school, and/or to our certified partners doing an install of our system to ensure that everything on our end is working properly.
Collaboration and Coordination: Work closely with cross-functional teams, including marketing, development, training, and operations, to ensure success across all products and future developments.
Communication: Our support team is expected to be detail-oriented in their communication, whether seeking coworker advice, filling out ticket notes, sharing information with other departments, or setting expectations with our customers.
We move quickly, so if you meet these minimum requirements, please apply right away as we want to talk to you!
Do you have questions about your job application or our open positions? Email us at careers@scorevision.com and we will gladly assist you!
