EngageRM is a market-leading sports tech scaleup that delivers Business and Marketing Automation, CRM, and Data Analytics globally for the sport and entertainment industry.
Our Vision
We believe that sport and entertainment is a force for good in the world. The passion, joy and excitement that the industry brings are needed more than ever by people globally, who seek connection and compassion. We want to help provide opportunities for inspiration and engaging experiences, by empowering our clients with the best tools and knowledge available today.
We seek to be a global employer of choice, offering the best possible conditions and support for our staff. This considers the differing needs of each person on our team, their stage of life and development.
While we work hard and have high ambitions, we realise that everyone in our business is an individual and that family comes first. We are not perfect, but we seek to actively support every person in our business to achieve their personal ambitions, as well as those of EngageRM.
We care deeply about our industry and our work, but also about the people we work with. We believe that great people are the foundation of any successful business, and we take the time and effort to recruit, nurture and grow committed people who care about what they do.
Our Business
We enable professional sports teams, venues, leagues, federations, and other businesses to drive fan engagement, partnerships and premium sales, community programs and more. We are at the cutting edge of our field, using AI, machine learning, voice recognition and other data to provide a single customer view and increase revenue, retention, and audience engagement.
EngageRM was founded in Australia and is quickly growing into the US, UK, European and other markets. We’re a Microsoft ISV (Independent Software Vendor) and have built our comprehensive solution within the Microsoft Dataverse. EngageRM is Microsoft’s number 1 global ISV partner in the sports and entertainment industry.
Some of the biggest and best-known brands in the world are our clients, along with some you’ve probably never heard of. What keeps it all together is incredible people. Because of our strong and consistent growth, we need to continue to find aligned, talented and caring experts who want to make a real difference.
What you can expect from EngageRM:
A focus on people and culture is important to us. If you’re looking for an opportunity to grow, a company that invests in your personal development, a solid compensation package, and a fun but committed culture with people who genuinely care about what they do, then you are in good company.
Find out more about what it’s like to work with us:
Flexible working environment including work from home
Extensive training and career development opportunities
Opportunity to travel
Be a key player at a rapidly expanding global technology company
Role Overview
The role is as our Customer Support Consultant and will report to the Head of Support. You will be responsible for providing specialist product technical support and advice to EngageRM customers for various issues raised to enable their ongoing use of our platform and ensure customer satisfaction.
We are seeking a person who has the drive and determination to support the growth of our internal Customer Support department along with developing long lasting relationships with our customers. The role will promote their usability of all system functions and resolve issues in a timely manner to encourage customer retention.
The role is full time, based in the United States with the ability to work from anywhere. You will work with a highly experienced and very passionate team, with interesting and varied work. Significant opportunities are available for a high performer in this role.
In this role, you will:
Respond to and resolve tickets raised within the EngageRM Support Helpdesk within a timely manner or as set out within SLAs
Escalate issues to various departments if required to problem solve and provide resolution to tickets raised
Develop long lasting customer relationships by providing clear and timely communication for resolution of issues raised
Have an in depth understanding of the product and future enhancements to ensure strong technical knowledge is maintained
Report, monitor and track issues raised within the support helpdesk
Analyse support tickets requiring escalation to the Product Development team for consideration and prioritisation for future enhancements to the product
Work with the Technical Documentation team to contribute to and enhance our product knowledge base from issues raised
Proactively work on innovative solutions with the team and other departments to assist with scaling of the Support division globally
About you:
Excellent communication skills to effectively liaise with clients via phone/email
Able to prioritise and manage time effectively to resolve issues
Thrives within a team environment
Proactive and innovative thinking
Issue identification and problem solving skills
Your must have skills and experience:
Strong technical domain knowledge of cloud based applications
Experience resolving customer’s technical system issues
Exceptional customer support skills, including strong motivation to resolve user issues to drive customer satisfaction
Relevant degree in Computer Science or a technical-related field or equivalent industry experience
Highly desirable skills:
Microsoft Dynamics 365 implementation or support experience
1-3 years’ experience working in the software industry or a helpdesk environment
If this sounds interesting and you’d like to discover more, please get in touch. We look forward to receiving your application via Linked In and any questions you may have.
To be considered for this role you need to be either a resident of the United States or have an appropriate work visa.
Our team has recently discovered some research indicating that some candidates are more likely to apply for jobs than others when they meet an average of 60% of the criteria, whereas others hold off in applying at all as they feel they don’t check every box. So, we would like to encourage those that think they have what it takes, however don’t necessarily meet every single point above to still get in touch. We’d love to have a chat and see if you could be a great fit for our team.
We consider applicants on merit, qualifications, and business needs, without regard to race, colour, origin, religion, sex, gender identity, age, disability, citizenship status, ancestry, marital status, creed, sexual orientation, veteran status, or any other status under applicable Federal, State, or Local law.
Employment type
Full-time
Referrals increase your chances of interviewing at EngageRM by 2x