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RF Labs · 3 months ago

Technology Specialist (On-site Support)

Showdown Social - Alpharetta

Full-time

Onsite

Senior Level

5+ years exp

RF Labs is dedicated to making the benefits of gaming accessible to everyone, and they are seeking a Technology Specialist to enhance their customer support processes and infrastructure. This role involves managing live support operations, providing on-site assistance, and ensuring high service quality across their venues and customer locations.

B2BB2CGamingHardwareSoftware

Responsibilities

Manage live support operations: oversee B2B customer support for our own locations, card rooms, and tours, ensuring timely response to issues and maintaining high customer satisfaction

On-site Support: Be available to support during the launch of our Showdown location in Alpharetta and future customer and Showdown deployments

Monitor system performance: track table performance across all locations, coordinate software updates, and ensure all systems are running optimally

Maintain support infrastructure:develop and update documentation in Notion, write release notes for product updates, manage Intercom for customer support, create training programs, and build a comprehensive knowledge base for common issues

Focus on quality: track support metrics, create regular performance reports, and implement processes to maintain consistent service quality

Build customer relationships: engage with venue owners, players, and staff to gather feedback, understand needs, and ensure their success with our products

Coordinate with product team: work closely with developers to test new features, report bugs, and validate updates before release

Lead support team: manage team schedules to ensure 24/7 coverage, develop best practices, and maintain high team performance standards

Track and manage issues: use project management tools like Linear to track bugs, feature requests, and support tickets, ensuring efficient resolution and clear communication across teams

Qualification

Support managementTechnical aptitudeNetworking systemsProgramming skillsAttention to detailProblem-solvingLeadership skills

Required

Strong support management skills: extensive experience managing enterprise support operations and deep understanding of customer service best practices

Technical aptitude: proficiency with internal tools and systems, experience with documentation platforms, and understanding of basic troubleshooting processes

Experience with networking and A/V systems: understanding of network infrastructure, audio/visual systems, and troubleshooting connectivity issues

Attention to detail: commitment to maintaining high service standards and creating thorough documentation. Strong focus on customer satisfaction and process improvement

Problem-solving mindset: ability to handle complex support issues and implement efficient solutions. Experience with process optimization and team management

Leadership approach: excellent communication skills and ability to work effectively with support staff, customers, and internal teams

Programming and scripting skills: ability to use Python, JavaScript, or similar languages to create automated solutions and scripts for solving problems in real-time

Preferred

Experience with hardware setup and integration

Experience with API integration and data analysis

Benefits

Competitive salary and equity — multiple options based on your desire for ownership.

Collaborative work space — our team works in-person every day at the Atlanta Tech Village https://atlantatechvillage.com with private office space, an RF Table, and many other amenities. You also get the opportunity to meet employees from hundreds of other companies, compete in our weekly ping pong tournaments, and take part in frequent community events. And free snacks!

Free gameplay — all employees can play at any Showdown League tournament for free. We promote team members meeting with customers and seeing the product in action often. We also run test games frequently.

Hardware setup — new MacBook Pro, big display, accessories, and plenty of chips to shuffle with.

Flexibility — while we require in-person work for most employees (except remote hires), we offer flexible hours and unlimited paid time off.