Customer Support Agent

We are looking for a Support Agent based in North America to join our team!

Spiideo is the leading provider of automatic 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, including some of the world’s largest and most well-known such as English Premier League clubs, Major League Soccer (MLS), LigaMX, United Soccer League (USL), National Women’s Professional League (NWSL) and hundreds of youth and collegiate programs. Our customers can typically be found in team sports like soccer, basketball, ice hockey, field hockey, futsal, lacrosse, etc.

ABOUT THE ROLE

Responsibilities & opportunities:

• Answering incoming requests from Spiideo customers and triaging according to our Service Level Agreements
• Escalating incidents to our Operations team
  
• Create tutorials, articles and user manuals for our help center
  
• Be the first point of contact and advocate of our customers across all products
  
• Investigate and replicate bugs or test new features
  
• Collect feedback and channel back to our product team for improvements
  
• Share our passion for professional sport and delivering the best service possible

Requirements: 

• Available evenings and on weekends
• Background in sports and/or technical support 
• Fluent in English both spoken and written

Preferred Qualifications:

• Love helping clients and solving problems
  
• Bilingual is a plus
• Excited to be working in a fast-paced environment, including the option to work on weekends and shifts
  
• The ability to work independently and stay on top of things
  
• Love technology and sports!
  
  

What we can offer:

• Working for a global company, you will be a part of an international team from many nationalities and backgrounds. We welcome applicants from all backgrounds to contribute with their unique perspectives, skills, and experiences, fostering a diverse and inclusive workforce across Spiideo.
• A fun, skilled & highly motivated team with experience from world-leading companies
• A work environment where you use the latest, modern technologies & tools
• Working with the biggest teams in sports from all over the world
• A place where we prioritize self-learning through regular feedback, tools, or whatever you need to accelerate your skills & career
• Opportunities to shape your own career development 

Compensation / availability:

• Salary range $40,000- $50,000 with opportunity for overtime hours
• Hours will include evening and weekends regularly 

Benefits

We offer a well developed benefits package, including:

• Unlimited PTO
• Comprehensive medical insurance
• 401(k) plan
• Paid parental leave
• Weekly "Wellness Hours": spend up to 2 working hours/week on physical activity
• Annual wellness allowance for fitness and health-related expenses
• Yearly global company offsite, typically located in Sweden or similar location, where you will get to meet and socialize with your colleagues from the rest of the world 
• A great, centrally located office 

Location: This is a hybrid role, with an expectation of at least three days per week in the Philadelphia office - though we offer flexibility when needed. 

Our newly opened U.S. office is located in Mindspace Wanamaker - a beautifully restored, centrally located co-working space in a historic building overlooking City Hall. Spiideo has its own private corner suite, offering a bright, spacious, and inspiring environment to collaborate and connect.