Live Support Representative

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 Representatives 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

Desired:

• 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

How to Apply:

Please send your resume and a cover letter detailing your passion for AFL and your suitability for the role addressed to the Digital Operations Lead. Include any relevant experience or skills related to digital support or customer service.

OUR CULTURE

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

Applications Close: 30 April 2025