Support Analyst

PlayOn is seeking a proactive and customer-focused Support Analyst to join our dynamic team! If you’re excited about making calls, anticipating client needs, and solving issues before they even arise, this is the role for you. In this position, you will provide expert assistance to clients facing technical challenges related to the PlayOn platform, all while delivering exceptional customer service. THE OUTCOMES YOU'LL DELIEVER • Take initiative to identify potential issues before they escalate, reaching out to clients with tailored solutions that enhance their experience. • Leverage your strong analytical skills to diagnose and resolve technical problems efficiently, ensuring clients receive timely and effective support. • Make proactive calls to clients to check in, assess their needs, and provide updates, fostering strong relationships and a sense of partnership. • Work closely with the support team to share insights and strategies that drive rapid resolution of client issues while maintaining high customer satisfaction. • Identify opportunities for process enhancements and share feedback to improve our support operations, tools, and customer interactions. • Stay informed about the latest product updates and industry trends, equipping yourself with the knowledge to provide outstanding support and guidance to clients. PlayOn is where high school sports come to life. Through GoFan, NFHS Network, and MaxPreps, we give every fan a front-row seat to the moments that matter most: the buzzer-beaters, the comeback wins, the senior nights, the rivalries that define a town. We built our technology for the people who live and breathe high school athletics — the parents who never miss a game, the alumni still cheering from across the country, the communities that show up week after week. From buying tickets to watching a live stream to reliving the highlights, we make it simple to stay close to the sports and the athletes you love most. Backed by KKR, we build the technology that powers high school athletics from the inside out: Schools trust us to handle ticketing, streaming, fundraising, concessions, merchandise, and more so the people running programs can stay focused on the athletes and fans we all serve together. We're a growth-stage company on a mission to make high school sports more accessible, more memorable, and more connected than ever before. When being there means everything, we make sure you never miss a moment. Why You'll Love Working at PlayOn Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions. This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve. Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team. The Benefits We Offer Multiple medical insurance plans to choose from Dental, vision life and disability insurance Employee Emergency Fund Company equity (stock options) Open PTO policy 401K plan with company match Hybrid/flexible work environment Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate. THE TALENTS YOU BRING: High school diploma or equivalent required. Strong problem-solving skills with the ability to work independently and collaboratively. Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical stakeholders. Strong customer service skills with a passion for providing exceptional service. Ability to work under pressure in a fast-paced environment. Experience with ticketing systems and other technical support tools. If you are a highly motivated individual with a strong passion for delivering exceptional customer experience, we invite you to apply for the Support Analyst position at PlayOn. As a member of our team, you will work alongside experienced customer experience professionals, troubleshooting technical issues and providing expert assistance to our clients. You will have the opportunity to continuously enhance your technical knowledge and skills, while contributing to process improvement initiatives that aim to exceed customer expectations and satisfaction. 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.

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