Support Representative, Tier One (Youth, Club and High School)

The Support Representative is the first point of contact for Hudl users, working directly with them to answer questions by phone, email and online chat. The role sits within a support department that works as a team to deliver game-changing support experiences for coaches, directors, analysts, athletes and fans. The position is based at the company's headquarters in Lincoln, Nebraska.

• Serve as users' first point of contact, answering calls and emails ranging from how-to questions to technical troubleshooting across all products and features.
• Respond to user questions via phone, email and online chat.
• Help clients enhance their game by ensuring they know how to use Hudl in the best way possible.
• Empathise with users and respond with creative solutions.

• Empathy: able to put yourself in someone else's shoes to find them the best solution.
• Eagerness to work directly with users to help them achieve their goals.
• Communication skills: able to relay solutions with a clear approach and a human touch, both through email and on the phone, ensuring issues with varying degrees of technical complexity are resolved or elevated.
• Flexibility: composure and resilience in a dynamic and demanding environment.

• Previous customer service experience, ensuring information can be presented appropriately in various situations.
• Technical know-how: hands-on experience working with tech and guiding users through troubleshooting processes.
• Team-oriented: able to collaborate with coworkers to research and resolve technical issues.
• Experience using a CRM system such as Salesforce or Zendesk.

• Based at the headquarters in Lincoln, Nebraska; only candidates who live near this location or are willing to relocate are considered.

• Flexibility for work-life harmony, including flexible vacation time and company-wide holidays.
• A paid sabbatical every five years to unplug and recharge.
• An open, honest culture with autonomy and trust from day one, with team support while owning your work and the agency to try new ideas.
• Encouragement of career growth, with resources and opportunities for professional development.
• Investment in offices and workspaces designed with employees in mind, plus a tech stack and hardware provided whether working at the office or remotely.
• Medical plans tailored for you and your family, including vision, dental and fertility benefits.
• Support through an EAP and Employee Resource Groups.
• 401(K) contribution matching up to 4% of your own contribution.

The company sees itself as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication, the influence of inspiring coaches, and the opportunities to reach new heights.