Support Specialist (Tier 3)

Your Role

We're looking for a Support Specialist to join our Match Analysis team in Australia. In this role, you will work directly with our customers to answer inquiries, troubleshoot technical issues, and ensure they have the help they need.

As a Support Specialist, you'll work directly with our users in Asia-Pacific (APAC), while providing support for our global customer base. You'll be our users' first point of contact, answering calls and emails about our products and features, ranging from how-to questions to technical troubleshooting. 

As a global support team, we deliver game-changing support experiences for teams, athletes and fans. Our customers come to us to enhance their game—you’ll make sure they know how to use Hudl in the best way possible. You’ll act as an internal advocate for evolving customer needs while teaming up with our product teams to surface customer insights.

For this role, we're currently considering candidates who live within a commuting distance of our offices in Sydney, Australia.

Must-Haves

• A problem solver. You can easily put yourself in someone else's shoes to find them the best solution.
• Eager. You want to work directly with our customers to help them achieve their goals.
• A confident communicator. You're able to relay solutions with a clear approach and a human touch, both through email and on the phone. You’ll ensure issues with varying degrees of technical complexity are resolved or elevated.
• Flexible. You show composure and resilience in a fast-paced, ever-changing environment. Our customers sometimes need us during game days, which means working some weekends.
• A good listener. You have the ability to empathise with our users and respond with creative solutions.
• A team player. You’ll act as an internal advocate for evolving customer needs while collaborating with our product teams to surface customer insights
• A track record. You understand our elite customer base and how they operate, and you’re able to apply that experience to ensure their success.

Nice-to-Haves

• Customer-support experience. As our users' first point of contact, it’s a plus if you’ve had a previous role where you answered calls and emails that ranged from how-to questions to technical troubleshooting.
• Field Expert. You're familiar with high-performance analysis workflows, and with video analysis softwares such as Hudl Sportscode.

Our Role 

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation