Live Support Casual

Company description:

The AFL is Australia's premier sporting organisation supporting two constantly evolving national competitions, AFL and AFLW. Our purpose is to progress the game, so everyone can share in its heritage and possibilities.
We have a strong workforce presence in most States and Territories of Australia including Northern Territory, QLD, NSW / ACT, Victoria and Tasmania.
As the AFL/ AFLW competitions continue to grow and evolve at both the elite and community levels, we are focused on ensuring we attract and retain great people in both permanent and casual roles at all levels and within all areas of our industry.
Importantly, we aim to reflect the communities where our game is played by recruiting locally where possible to strengthen our connection to the ‘grassroots' of our game. We are also fortunate to have hundreds of passionate volunteers within our industry, offering their time and expertise to help grow our game.
The AFL's purchase of Marvel Stadium in Docklands, Melbourne, further diversifies our workforce with more than 1000 casual employees to make every moment matter for our fans and customers.

Job description:

ABOUT US

As an organisation, the AFL works tirelessly in all states and at all levels to enhance and grow the game - from grassroots to elite. Together, we put on the game, deliver important events, communicate with our fans, run community programs, develop coaches and umpires, collaborate with partners, delight members, support clubs and so much more. While our roles may vary, we are all united by a common goal, to progress the game so that everyone can share in its heritage and possibilities.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

ABOUT THE ROLE

The AFL Digital Live Support Casuals are responsible for providing real-time support and troubleshooting assistance to users experiencing issues with AFL digital products and services during live games. This role demands a high level of customer service, technical acumen, and an in-depth understanding of digital platforms & tools.

A DAY IN THE LIFE OF

Key Accountabilities:

• Monitor and respond promptly to user inquiries and issues via email
• Monitor live streams during AFL matches
• Troubleshoot technical problems related to live streaming, app functionality, account management, and other digital service aspects.
• Collaborate with the digital team to understand all features and updates of AFL digital products.
• Document and escalate user feedback and technical issues to the appropriate internal teams.
• Provide proactive support by informing users of game times, streaming options, and platform updates.
• Maintain up-to-date knowledge of AFL games, rules, teams, and match details to provide informed support
• Ensure a high level of customer satisfaction through effective problem resolution and efficient communication

OUR IDEAL TEAM MEMBER

Core Competencies:

• Must have your own PC/laptop and mobile phone to use during your shift.
• Availability to work during AFL game times, including weekends and evenings.
• Strong passion for and knowledge of Australian Rules Football and the AFL.
• Excellent communication and customer service skills.
• Ability to troubleshoot technical issues and provide step-by-step assistance.
• Familiarity with digital broadcasting and streaming services.

Desirable

• Experience in a customer support role, preferably in a digital environment.
• Previous experience with CRM and customer support platforms
• Technical proficiency with mobile devices, desktop computers, and digital streaming technology.
• Background or interest in IT, digital media, or sports broadcasting.
• Ability to work independently and as part of a team.
• High attention to detail and ability to multitask in a fast-paced environment.

OUR CULTURE

Please visit www.afl.com.au/careers/our-organisation

THE PERKS

• Play The Day Your Way - a flexible approach to your working life
• My Development - lean into the AFL's My Development program consisting of on-the-job training, coaching and mentoring, and formal learning
• Play Well - access to our extensive Health and Wellbeing program centered around our belief in a healthy body, healthy mind, and healthy workplace
• My Benefits - with thanks to our AFL Corporate Partners, access great benefits and discounts
• AFL Silver Memberships - permanent team members can access AFL matches at Marvel Stadium and the MCG, enjoy and share the experience of our game with your family and friends!

Applications Close: 25 March 2024