inspHIRE Talent Solutions

Application Support

inspHIRE Talent Solutions - Anywhere, USA

Lead Technical Support Specialist (100% Remote)

Our client in the sports technology and entertainment industry is looking for a Lead Technical Support Specialist who can provide broad technology support services to all internal business operations, cross functional departments and customer facing staff that use various systems to manage the business and deliver exceptional guest service to customers.

This support work includes troubleshooting, problem resolution, and maintenance, as well as supporting our staff in their day to day needs of setting up, administering and using various business systems, including MBO (MindBodyOnline - leading SaaS platform for the wellness industry). This role’s understanding of these various software is vital in ensuring our staff are using systems to their full potential, and delivering the best customer experience for our clients in the most efficient and effective manner possible.

Key Responsibilities:

- Work with CIO and extended support team (potentially with outsourced partners) to define and establish/publish an enterprise-grade, multi-tiered Technology Support Model (strategy/approach and policies), with the goal of

o providing high quality support services to internal business operations staff as well as all corporate and departmental staff,

o defining SLAs for responsiveness and resolution - then improving continually, and meeting or exceeding SLAs and internal satisfaction scores.

- Operational ownership of any/all SaaS systems setup, administration and support – in partnership with extended support teams (tier 3 or tier 4 provided by vendors etc).

o Setup, administer and support a variety of business systems and software - including MBO (MindBodyOnline* SaaS software system - used to manage services/products within our Sport/Training business.

o Provide quality service to internal operations staff, operations management and others as required, to meet client expectations and needs.

o Resolve client or staff problems related to services or the software product via phone/text, chat, and email. o Identify ways to improve customer journey as well as staff workflows - use your initiative and creativity to suggest effective solutions.

o Use critical thinking skills to handle complex customer-facing or internal staff-facing issues with confidence, patience, and poise to deliver a world-class customer and business experience.

- Establish and follow clear process for intake of support requests (managed via email, phone and/or ticketing system and processed promptly according to SLAs based on some type of industry standard severity/impact classification) as well as projects (S/M/L)

o Set quarterly goals and manage priorities - resolve blockers, set standards, review progress periodically etc.

o Balance sense of urgency against quality, tech debt and continuous improvement culture.

o Assess size/complexity of projects - use past experience, instincts about risk/unknowns etc.

o Manage resources and talent - hiring, resource augmentation for projects, and performance management.

o Assess and manage capacity vs demand, by monitoring utilization and roadmap of projects – advise leadership on making well thought out delivery commitments.

o Be accountable for team’s productivity and output, which is usually BI/Analytics reports or insights, associated data pipelines, implementations, configurations/scripts, design artifacts, etc.

- Partner with Business and Product team on projects, to o develop a clear work backlog – sized, groomed, ordered by priority. o successful acceptance of work product after each sprint.

o publish updated roadmaps to provide transparency and set expectations around timelines.

Must Have Requirements:

- 5+ years of experience, or an equivalent combination of related education and work experience.

- Experience in a hands-on technical support role in the recent past.

- Picks up on technical things quickly; is good at learning new industry, company, product, or technical knowledge; continually looks to improve his/her knowledge of the product and service.

- Acts with clients in mind; Uses customer journey and staff workflow information to suggest improvements in products and services.

- Basic understanding of data driven fact finding, troubleshooting via hypothesis testing, and rational and systematic, methodical thinking to find root cause by method of elimination etc.

- Experience working with vendor partners that provide outsourced services in the technology support, business process transformation (BPO) or robotic process automation (RPA) space.

- Experience with delivering status reports that are understandable for both technical and non-technical audiences, explaining business impact of each issue etc.

- Entrepreneurial spirit o ability to play multiple roles and wear whatever hat is needed to get the job done (support specialist, project manager, etc). o ability to juggle multiple priorities for oneself and for his/her team based on various factors (time/schedule, cost, risk, resource availability, other). o ability to recognize problems as opportunities, and look for better ways to achieve results.

- Ability to partner/collaborate with external vendor partners, to integrate third-party products with custom-written code – relay technical requirements, with clear input/output expectations as integration spec, etc.

Technical Skills

o Mastery in Excel and/or Google Spreadsheet.

o Solid analytical and logical reasoning skills.

o Understanding of modern digital products that work on web, mobile and IoT/cloud.

o Knowledge of how internet-based SaaS software works.

o Familiar with internet browsers and settings.

o Familiar with online chat tools and email.

Preferred Requirements

- Experience using a range of popular SaaS software - GSuite products, Microsoft Office365 products, RingCentral or other similar VOIP software, HRMS, ERP, and more.

- Familiarity with retail businesses that run on ‘bodies in buildings’ - customers visiting a brick-and-mortar physical location, combined with digital layers which complement that experience, and leverage data glue to drive customer behavior and repeat visits etc.

- Current or previous experience in Sports or Sports Tech businesses, preferably related to Soccer – casual, youth/semi-competitive or professional levels.

- IT process certifications such as ITIL or other similar programs.

- Programming in some scripting language - Ruby or Python or Javascript. OR willingness to learn

About our Client:

Founded in 2017 by MLS and European footballer, our client is a soccer-focused and technology-enabled wellness and experience company. From skills training and soccer leagues to tech driven games and family focused entertainment experiences.

Posted On: Friday, October 8, 2021

Position Contact
Tony Verde
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