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Support Representative, Tier 1
Hudl🇺🇸Lincoln$28K–$36K/yri13mo ago
Summary
Tier 1 Support Representative at Hudl providing first-line customer support to coaches, athletes, and analysts via phone, email, and chat. Responsible for answering product questions and technical troubleshooting while delivering exceptional service that helps teams and athletes succeed.
Key Responsibilities: Answer user inquiries and provide technical troubleshooting across Hudl's product suite via multiple channels (phone, email, chat). Resolve issues or escalate appropriately while empathizing with users and offering creative solutions tailored to varying technical complexity levels.
Skills & Tools: Strong empathy and communication skills (written and verbal) with ability to explain technical concepts clearly and maintain composure in dynamic environments. Nice-to-have skills include customer service experience, hands-on technical troubleshooting knowledge, team collaboration, and CRM platform familiarity (Salesforce, Zendesk, etc.).
Qualifications: No formal education or prior experience explicitly required; role targets candidates with customer service mindset, eagerness to help users, and flexible, resilient work approach. Technical background and CRM experience are beneficial but not mandatory.
Location: Lincoln, Nebraska (headquarters-based; relocation required or must live near location; some remote work flexibility available)
Compensation: Not provided by employer. Typical compensation for this role is $28,000 – $36,000/year based on Tier 1 support title, entry-level seniority, and Lincoln, Nebraska location.
Job Description
Your Role
As a Support Representative, you'll work directly with our users, answering any questions they might have via phone, email and online chats. Our department works as a team, delivering game-changing support experiences for coaches, directors, analysts, athletes and fans.
Your responsibilities will include:
- Thrive on the front lines. You'll be our users' first point of contact, answering calls and emails ranging from how-to questions to technical troubleshooting about all our products and features.
- Help teams and athletes win. Our clients come to us to enhance their game—you’ll make sure they know how to use Hudl in the best way possible.
- Listen. You’ll empathize with our users and respond with creative solutions.
This role will be based out of our headquarters in Lincoln, Nebraska, so we’re only considering candidates who live near this location or are willing to relocate. Our anticipated start date for this position will be April 28, 2025 or May 12, 2025.
Must-Haves
- Empathy. You can easily put yourself in someone else's shoes to find them the best solution.
- Eager. You want to work directly with our users to help them achieve their goals.
- Communication skills. You're 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.
- Flexible. You show composure and resilience in a dynamic and demanding environment.
Nice-to-Haves
- Customer service experience. The way we speak and interact with customers matters. A previous role in a customer setting would ensure you know how to present information in various situations.
- Technical know-how. You have hands-on experience working with tech and can guide our users through troubleshooting processes.
- Team-oriented. You can collaborate with coworkers to research and resolve technical issues.
- Experience using a CRM system. If you’ve used platforms like Salesforce, Zendesk, etc., you’ll be better equipped to feel confident using them for day-to-day duties at Hudl.
Our Role
- Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, 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 stack and hardware to do your best work.
- Support your mental and physical health. We care about our employees’ wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
- Cover your medicalinsurance. We have multiple plans to pick from to ensure you’ll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
- Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.