Customer Support Engineer - Sports Technology

**APPLICANTS WITH PREVIOUS IT SUPPORT EXPERIENCE IN A SPORTS TECHNOLOGYRELATED INDUSTRY WILL BE GIVEN PRIORITY.**

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost effective outsourcing solutions.

Different brands use Aidey's diverse services which include: Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, e commerce, hospitality, and services industries use Aidey's services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Client:

The client provides Sports AI and Automated Production Technology, primarily through its SmartCourt AI camera platform, which is used for professional-quality automated broadcasting, live streaming, real-time video analytics, instant replay, and player development tools across various sports like Tennis, Pickleball, and Basketball, serving professional leagues (NBA, MLB, NHL) and collegiate programs.

About the Position:

The Customer Support Engineer will be assigned to handle the customers during US working hours. It will be the CSE's responsibility to ensure the proper work of company's customers systems. The CSE will be helping the customers during the installation process of the company's system, will handle open tasks in Freshdesk, answer customer inquiries through company chat, initiate preventive maintenance activities to the customer sites, and will be assigned to any other technical task given by his manager.

Responsibilities:

The Customer Support Engineer will document all work performed in the Freshdesk system and provide Tier 1 and Tier 2 support to customers. As needed, the role will also help with company's system installations, upgrades, demos, and pilots, as well as field-related activitiessuch as site relocationswhich are coordinated and supported remotely.

These levels of support include, but are not limited to, the following activities:

Equipment Deployment and installations provide any help needed to customers during their system installation process.

Troubleshooting the following: Livestreaming issues, SmartCourt calibration and problems in operating the system, LogMeIn alerts, and various configuration issues.

Retrieval of system information (e.g., application and services logs, event viewer, etc.)

Assisting the customer with application and system operation queries

Perform ongoing preventive maintenance, such as servers and cameras health checks

Will assist in complex system investigations

Perform DB queries and updates if needed

Requirements:

Excellent English communication skills: verbal, written, and reading is a MUST

Proven experience providing Tier 1 and Tier 2 customer support is a MUST

At least 1.5 years of proven IT support experience is a MUST

Experience working with SQL databases is an ADVANTAGE

Understanding of networking and peripheral equipment (e.g., routers, switches, firewalls) is an ADVANTAGE

Good familiarity with Windows operating systems

Very good interpersonal skills

Work Schedule:

This is a full-time position in a work-from-home setup. You will be working 8 hours a day, 5 days a week, following the US Time zone.