Platform Support Specialist (Part-Time)

Location: Lincoln, NE or Remote (US-based)

Employment Type: Part-time (up to 30 hours/week)

Role Overview

Opendorse is hiring a Platform Support Specialist (Part-Time) who will play an integral role on our fast-paced Customer Success team. This position will be crucial to maintain Opendorse’s high standards of service.

This role is responsible for assisting users with technical support issues, ensuring an excellent experience on the Opendorse platform. You will provide prompt responses and effective resolutions to every case. You will also assist the Platform Support Manager with special projects. The primary hours for this role are between 9am-5pm CT on weekdays, but after-hours support, weekend support, and support during holidays may be required.

Responsibilities

• Handle all types of front-line technical support issues, acting as a liaison between Opendorse users and Opendorse staff
• Serve as an in-house expert on Opendorse products and operations (Marketplace, Deals, Compliance, Education, Content, and all services) and its integrated payment processor, Stripe
• Utilize elite problem-solving skills to identify the source of issues and craft a solution, logging case data with correct tagging systems and elevating product bugs and high-priority issues to other departments when necessary
• Respond promptly to inbound user inquiries, issues, and requests via email and online chat
• Provide Zoom support in particularly tricky cases suited for a more hands-on approach
• Support in the execution of key business functions like tax form distribution, Marketplace fulfillment, and athlete payments
• Create support materials, including support scripts and macros, Help Center articles, automated platform tours, and walkthrough videos
• Maintain a conversational and relatable tone, exercising empathy when interacting with users, remaining professional at all times
• Understand product and technology functions and customer service industry developments
• Maintain strong knowledge of the NIL landscape, compliance, and NCAA policies
  

Qualifications

• Excitement to work up to 30 hours/week
• Customer support experience, preferably in a SaaS startup environment
• Be high-energy with a hustle, motivation, and drive that’s contagious
• Elite problem-solving skills, ability to think on your feet, and multitask
• Consistently demonstrate clear understanding of technical issues and steps to resolve those issues
• Experience using tools such as Intercom, Stripe, DocuSign, Sendbird, FullStory, and Jira
• Knowledge of social media platforms and usage (i.e., Instagram, TikTok, X, LinkedIn, and Facebook)
• Strong grasp of computer browser applications and how to troubleshoot basic browser issues
• Excellent verbal and written communication skills
• Bonus – Spanish fluency (writing and speaking)
  

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STATE ELIGIBILITY

Opendorse is currently only able to hire employees who reside in the following states: AZ, CA, CO, FL, GA, IL, IA, KS, LA, MD, MA, MI, MN, MO, NE, NJ, NY, NC, PA, SC, SD, TN, TX, UT, VA, WA, and WI. If you have questions about eligibility or remote work options, feel free to reach out.