MaxPreps Advantage Support Analyst

PlayOn is looking for an MaxPreps Advantage Support Analyst to provide next-level service to the customers of MaxPreps Advantage, ensuring that any issues are successfully resolved while requiring the lowest amount of customer effort necessary.  Our MaxPreps Advantage Support Analyst is a creator of trust, transforming our customers into raving promoters of their experience with MaxPreps Advantage. 

As an MaxPreps Advantage Support Analyst, you will be charged with raising the average of the experiences that we give our customers – by role modeling best in class service, tackling issues or frustrations head on, and inputting data as efficiently and accurately as possible. You’ll get to work alongside an extremely passionate and supportive team but also be stretched to explore your own professional growth.  

The Outcomes You’ll Deliver  

• Increase our customers’ brand loyalty by providing exceptional service  
• Decrease resolution time for our customers by diagnosing issues more quickly and efficiently handling support cases/tickets   
• Accurately and efficiently onboard new and returning schools/customers

In this role, you can expect to 

• Monitor the customer support queue by responding to inquiries, prioritizing requests, and ensuring timely resolution of customer issues 
• Manually onboard new MaxPreps Advantage schools by accurately configuring school accounts, user access, and platform settings to ensure a smooth implementation.
• Troubleshoot customer issues by identifying root causes and coordinating with internal and external teams to drive timely, effective resolutions.
• Support special projects, process improvements, and other operational initiatives as needed to enhance onboarding, team efficiency, and the overall customer experience.

To thrive in this role, you have 

• 1 year of software application customer service or support experience
• Preferred experience with using coaching tools, analytics platform and automated camera solutions
• Excellent troubleshooting skills, including research on software application errors and issue re-creation
• Strong ability to prioritize and manage time efficiently
• Possess natural curiosity and have an affinity for creative problem-solving
• Extremely motivated individual who is passionate about helping customers achieve success
• Exceptional written and verbal communication skills
• High-level performer who excels in both a team and individual environment
• Candidates should also thrive in a fast-paced environment and be able to take on new responsibilities quickly and easily

HOW YOU PLAY

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own.  You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 
• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.  
• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective.  You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.