Customer Support Agent

at  USSSA

Customer Support Agent
Location: Remote (Work from Home)
Hours: Monday - Friday, 8:30 AM - 4:30 PM
About USSSA: The United States Specialty Sports Association (USSSA), headquartered in Brevard County, Florida is the world’s largest multi-sport athletic organization. Our mission is to empower our team and its partners with an unsurpassed platform to create and support world-class athletic events and sports programming to enrich and educate the lives of participants at all levels. Founded in 1968, it has grown to over 4 million participants competing in many nationally sanctioned sports. We are dedicated to delivering exceptional service to our members and fostering a strong community through sports.
Position Overview: We are seeking a tech-savvy and motivated Customer Support Agent to join our growing team. This role is crucial in ensuring that our members have a positive and seamless experience when interacting with USSSA. As the first point of contact for customer inquiries, you will represent USSSA professionally across multiple channels, including phone, email, and live chat. You will work closely with our Support Operations Lead, contributing to the overall success of our support team.

Responsibilities:

• Provide exceptional customer service via phone, email, and live chat.
• Represent USSSA in a knowledgeable and professional manner.
• Assist end users with patience and efficiency, ensuring a positive experience.
• Utilize tools such as Intercom, Confluence, and JIRA, to manage inquiries and provide solutions.
• Contribute to the creation and management of our Knowledge Base content.
• Collaborate closely with the Support Operations Lead to streamline processes and improve support operations.
• Maintain a high standard of communication and problem-solving skills in all interactions.

QUALIFICATIONS/REQUIREMENTS:

• 1+ years of customer service experience in a fast-paced environment working with customers via phone, email, and live chat.
• High School Diploma/GED
• Strong interest in and knowledge of technology.
• Familiarity with enterprise software such as Confluence, JIRA, AI tools?
• Experience with Knowledge Base management and content creation.
• Excellent communication skills – both written and verbal.
• Strong problem-solving and analytical abilities.
• Ability to work in a quiet and focused environment.
• Proven working knowledge of MS Office 365 and Outlook Calendar.
• Minimum typing speed of 50 wpm.
• A positive, customer-focused attitude.

• Provide exceptional customer service via phone, email, and live chat.
• Represent USSSA in a knowledgeable and professional manner.
• Assist end users with patience and efficiency, ensuring a positive experience.
• Utilize tools such as Intercom, Confluence, and JIRA, to manage inquiries and provide solutions.
• Contribute to the creation and management of our Knowledge Base content.
• Collaborate closely with the Support Operations Lead to streamline processes and improve support operations.
• Maintain a high standard of communication and problem-solving skills in all interactions