Support Associate

A growing company, ready to transform an already unique and industry-leading application. We offer a creative, agile and collaborative environment, where you can contribute to build real improvements and use your problem solving skills to be part of our disruptive plans to shape the industry.

This is a mainly a home based role, however, you should occasionally expect to be able to travel to our office based in Sheffield on a regular basis. There is also an option to work from our offices if you prefer this to home based work.

You will be a person who has worked in or has an interest in software or tech and is good at speaking with people from different backgrounds with ease. We are a friendly team and have a positive philosophy aimed at building a product which helps people and makes an impact on everyone's life.

NB - Only applicants that include a cover letter detailing why they think they are interested in this role will be considered.

Coordinate Sport helps organisations to manage everything in one application. From their timetables, scheduling, bookings, projects, payroll, finance, reports, customers, team, equipment, and compliance all from one place.

Essential duties and responsibilities

• Respond to customer inquiries via email, chat, or phone and provide timely and accurate solutions to their issues
• Collaborate with other teams, including product, implementation, customer success and engineering teams, to identify and resolve customer issues
• Document customer issues and provide detailed feedback to the product team for continuous improvement
• Provide training and support to customers on how to use the product
• Maintain a high level of customer satisfaction by providing excellent customer service
• Identify and escalate issues to senior support staff or management when necessary
• Monitor and maintain customer support metrics, such as response time and resolution time

Knowledge, skills and abilities

• Strong understanding of Coordinate Sport products and features
• Familiarity with customer support software and tools
• Understanding of customer support metrics and KPIs
• Knowledge of basic technical troubleshooting
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Ability to multitask and prioritise workload
• Strong attention to detail
• Ability to work well in a team environment
• Ability to remain calm and professional in challenging situations
• Ability to learn and adapt to new technologies and software
• Ability to handle high volumes of customer inquiries
• Ability to work in a fast-paced and dynamic environment
• Ability to work flexible hours