Customer Support Specialist

2 days ago


Miami, Florida, United States Playbypoint Full time
About the Company:

Playbypoint is a leading provider of innovative enterprise software solutions for the racquet sports industry. Our mission is to empower clubs, players, and coaches to operate and enhance their game through cutting-edge technology.

Job Description:

We are seeking a highly skilled Customer Support Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary goal will be to ensure that every customer experience is outstanding, and that our clients are able to leverage our platform to its fullest potential.

Key Responsibilities:
  • Engage with customers across various channels, including live chat, email, phone, and screen shares, to provide responsive and thorough support.
  • Help customers navigate and maximize the benefits of our software solutions, including providing training and practical tips.
  • Resolve any software-related issues, offering timely and effective solutions or alternatives.
  • Work closely with our development team to address and resolve complex technical issues, ensuring continuous product improvement.
  • Maintain detailed and accurate records of all customer interactions, support requests, and actions taken.
  • Continuously develop and refine customer support practices to enhance our service quality.
  • Gather and communicate customer feedback to our product development team to help drive future enhancements.
Qualifications:
  • Fluent in English; proficiency in Spanish is a significant plus.
  • Experience in customer or technical support; familiarity with SaaS environments preferred.
  • Skilled in using help desk software and remote support tools; experience with Zendesk or Intercom is highly beneficial.
  • Exceptional problem-solving skills and the ability to multitask effectively in a fast-paced environment.
  • Excellent communication skills, both written and verbal.
  • A positive, empathetic attitude combined with the ability to be coachable and collaborative.
  • Proactive and adept at taking initiative and adapting to evolving situations.
What We Offer:
  • A competitive salary and benefits package, including bonus potential.
  • Comprehensive health insurance plans: Medical, dental, and vision, with shared costs.
  • An amazing company culture that values transparency and collaboration, and encourages having fun while we work.


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