Support Specialist (Streaming)

TL;DR

Support Specialist (Streaming): Assisting schools and fans in successfully streaming live events with an accent on case management and user experience. Focus on troubleshooting streaming issues, maintaining accurate CRM documentation, and resolving customer inquiries in a fast-paced environment.

Location: Hybrid in Chamblee, GA

Company

hirify.global provides technology for high school athletics, including ticketing and streaming services through brands like GoFan, NFHS Network, and MaxPreps.

What you will do

• Provide case-based support to schools and fans using the streaming platform via a round-robin system.
• Communicate professionally with customers to troubleshoot issues and guide them to resolution.
• Document all troubleshooting steps, outcomes, and customer interactions within the CRM system.
• Monitor support queues to maintain productivity and responsiveness during peak periods.
• Identify recurring platform issues and escalate them to internal teams for quality improvement.
• Collaborate with internal teams to enhance overall stream quality and customer experience.

Requirements

• 1–3 years of experience in customer support, help desk, or operations support (preferred).
• Strong customer service mindset and a passion for problem-solving.
• Proficiency in using computers and ability to learn CRM or case management tools.
• Excellent written communication skills to explain solutions clearly.
• High attention to detail and ability to manage multiple cases in a queue-based environment.
• Availability to work the late shift (3pm-12am).

Culture & Benefits

• Medical, dental, vision, life, and disability insurance plans.
• 401K plan with company match and company equity (stock options).
• Open PTO policy and an Employee Emergency Fund.
• Hybrid and flexible work environment.
• Growth-stage company culture focused on accountability, collaboration, and fairness.