FloSports

Customer Support

• Be the primary resource for answering inbound calls and triage to appropriate resolutions
• Be the primary line of communication for incoming support tickets via phone, email, web submissions and chat
• Troubleshoot customer and partner issues and resolve in real time
• Log customer support calls and emails in our customer support portal to track all customer issues
• Follow up on unresolved customer tickets
• Promote an environment of delivering accurate information quickly to customers and partners
• Escalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support
• Work with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV
• Provide guidance to partners on admin tools, general platform usage and syndication
• Troubleshoot and test our HockeyTV and FloSports apps using various devices and OTT Apps
• Provide partner support within the Leaguestat site, specifically League and Team Admin support
• Provide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit
• Troubleshoot and test our team mobile Buzzer Apps using various devices
• Assist partners in Wordpress to create pages, posts and other website related content
• When requested, work with the Team Lead and/or Manager, Customer Support to: Adjust processes that require modification, Document process changes for future reference and review, Recommend improvements to workflow to gain efficiencies. Make recommendations to improve response time and customer experience
• Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules

Customer Support Representative

Accountant

• Process journal entries and other accounting transactions
• Process expense report transactions
• Perform monthly reconciliations of balance sheet accounts
• Maintain overall accuracy and integrity of the general ledger
• Organize and maintain accounting files and records
• Perform monthly financial statement analytics
• Assist with the year-end audit
• Participate in special projects to improve efficiency of accounting processes
• Respond to requests for financial/accounting information from all business functions

Senior Accountant

General

• Communicate with our partners and work cross-departmentally to ensure every event and the critical details (dates, production specifications…etc) of all potential and signed streaming agreements are entered and maintained across the FloSports platform
• Advocates for and oversees process improvements around live broadcast scheduling workflows
• Assists in strategic planning and scheduling of all our sports broadcasts
• Perform data cleansing, data uploads and data exports within SalesForce
• Develop and create customized reports and dashboards
• Directly and indirectly through team, sets and ensures the highest levels of professionalism in all aspects

Programming Coordinator – Contract

• Provide timely, friendly, and professional support to customers via phone and email
• Actively listen, ask thoughtful questions, troubleshoot issues, determine root causes
• Serve as the voice of the customer by identifying trends, recurring issues
• Escalate technical issues, outages, and other concerns that may affect the viewer or user experience
• Maintain and update customer accounts according to department policies

Seasonal Customer Support Representative

Producer

• Travel regularly around the country to produce broadcasts for various events including wrestling, grappling, track & field, marching band, cheerleading, football, basketball, softball, and baseball among others. International travel is also a possibility.
• Work closely with internal departments and external partners to coordinate broadcast needs.
• Work closely with and help manage production team personnel, including event directors, producers, on-air talent, editors, graphics designers and operators, scoring systems personnel.
• Ready to step into multiple roles depending on the show execution
• Identify and share best practices. Create and maintain rundowns and tech books.
• Participate in and organize an efficient technical setup and tear down.
• Perform thorough inventory checks both before and after each show.
• Take ownership of production quality and help to drive improvements.
• Fully invested in every stage of the production process, from pre-production, the live broadcast, post-event review and event recaps.
• Manage production planning details through a task tracker, schedules, establish timelines and create event documentation, including tech books.
• Troubleshoot technology issues and production problems logically, calmly and efficiently. Escalate issues as needed.
• Take ownership of production quality and help to drive improvements
• Build and maintain relationships with partners, vendors, crew, and other event stakeholders.

Live Producer

Platform Engineer

• Lead the architecture and design of complex, large-scale distributed systems
• Design, develop, and maintain scalable, fault-tolerant microservices for both real-time and batch data processing
• Build and maintain high-performance REST APIs with a focus on scalability, reliability, and maintainability
• Design and implement data models and queries for efficient storage and retrieval across SQL and NoSQL databases
• Lead data quality initiatives to ensure consistency, accuracy, and reliability of data across the platform
• Collaborate with cross-functional teams to translate platform requirements into effective technical solutions
• Drive technical standards and best practices for code quality, testing, and observability across engineering teams
• Mentor and provide technical guidance to engineers through code reviews, design discussions, and direct support
• Take end-to-end ownership of the software development lifecycle, including deployment, monitoring, and incident response

Staff Data Platform Engineer

User Researcher

• Plan and conduct iterative usability tests
• Plan and conduct UX research projects, including initial concept, method selection, execution, analysis, synthesis, reporting, and archiving.
• Own and maintain the tagging taxonomy
• Mentor junior researchers

Senior User Experience Researcher

• Deliver timely, friendly, and professional support to customers via phone and email
• Troubleshoot and resolve customer and partner issues in real time
• Escalate bugs or technical issues to the Customer Support leadership team as needed
• Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.
• Guide partners in the use of admin tools, FloHockey software, and general platform features
• Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues
• Maintain and update customer accounts, including subscriptions and billing, following department policies
• Meet or exceed all assigned individual and team performance metrics
• Collaborate with the Team Lead and/or Customer Support Manager to escalate processes that may require updates or changes
• Document process modifications for future reference and training
• Recommend workflow improvements to enhance efficiency
• Suggest strategies to improve response times and overall customer experience.

Customer Service Representative, French Bilingual

• Design and create high-quality on-air broadcast elements and motion elements for live production.
• Perform video editing of show opens, content pieces, and promotional materials for use in live broadcasts.
• Support live events through onsite Graphics Operator or Graphics Producer roles.
• Conduct onsite content gathering, including photography and videography, to support post-production needs.
• Work in a high-event volume, tight turnaround environment to provide critical support for multiple producer teams.
• Troubleshoot graphics issues and production problems logically, calmly, and efficiently.
• Develop and train a talent pool of skilled graphic operators to use CharacterWorks