Second Line Support Analyst

hace 3 semanas


Colombia Genius Sports A tiempo completo

**A **B**it **A**bout **U**s**

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media.

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan.

We are the trusted partner to over 500 sports organizations globally, capturing the highest quality data for many of the world's largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA.

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organizations, we are driven to the deliver the difference for our partners.

**What **W**e **D**o**
- **Sportstech**

Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions.
- **Video**

Fully automated streaming technology, production and distribution services that help showcase sports to the world.
- **Sportsbook**

Everything a sportsbook operator needs to manager their operation and grow profits - all powered by the finest live sports data available.
- **Media & Engagement**

We help brands and publishers engage and monetize sports fans with personalized campaigns and content they will love.

**The Role**:
As a **Second Line Support Analyst** you will be part of a technical team helping support end users, data partners, and First Line Support team members with inquiries of various levels of difficulty for systems used by some of the most prominent sports leagues in the United States. Provide advanced technical assistance and training for software, hardware, API data feed usage. Critical thinking, advanced troubleshooting skills, and a superior customer service approach will be crucial to the team's success.

**Main Responsibilities**:

- Provide support to internal or external end users and data partners for inquires where the product is highly technical or sophisticated in nature
- Review data feed integration inquires using all internal tools available and working closely with all relevant teams until a resolution is reached
- Respond to questions and issues where First Line product support has not isolated a fix for users or data partners
- Provide technical training to First Line team to improve software or hardware troubleshooting techniques
- Ensure all inquiries are logged in the applicable ticket system and properly summarized with issue and resolution steps
- Adhere to technical metrics and relevant SLA's
- Escalate issues as appropriate and work with the development team to address issues within the relevant SLA's
- Create, implement, and maintain process and knowledge management documents across relevant systems
- Work with data partners to guide and ensure optimal connectivity to our data feeds
- Collaborate with all internal stakeholders on new feature requests or bug fixes including identifying requirements and pre/post deployment testing
- Provide onsite assistance for special events as required or needed
- Adhere to technical metrics ensuring that SLA's are met

**Requirements**:

- Previous first or second line helpdesk experience troubleshooting software, hardware, network, or API issues
- Working knowledge of all US sports including but not limited to Football, Basketball, Ice Hockey, Soccer, Volleyball, and Baseball
- Advanced troubleshooting and critical thinking skills to identify root cause, workarounds when applicable, and proper resolution
- Flexibility to work in shifts covering daytime, evenings, weekend, and holiday hours as needed
- Energetic, supportive, and collaborative team-oriented
- Strong client-facing and communication skills (both written and verbal) in English
- Basic System monitoring experience
- High level of time management skills, organizing capabilities, and attention to detail
- Working knowledge of API's
- Basic understanding of scripting (Powershell especially a +)

**Desirable Skills**
- Experience with Graphite and Graylog monitoring tools
- Experience with ServiceNow or Freshdesk
- Exposure to Atlassian tools
- Understanding of data structure, functionality, design

**Required Experience**:

- A high school diploma with technical training
- 2+ years of prior Technical Support experience

**Desired Experience**:

- BS degree in Information Technology, Computer Science or equivalent

**We Offer**

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on location**.** We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.


  • Business Support Analyst

    hace 1 semana


    Colombia Essity A tiempo completo

    **Business Support Analyst** **Acerca del Rol** Diseñar y administrar herramientas de visualización de ventas y resultados, para generar conocimiento estratégico, oportuno y confiable, que fortalezca y facilite la toma de decisiones de nuestros clientes interno **Qué vas a hacer?** - Diseñar y administrar tableros de visualización de datos de...

  • Finance Analyst

    hace 7 días


    Colombia Zimmer Biomet A tiempo completo

    -Requisition Number AMER28792 Employment Type Full-time Location Bogota **Job Summary**: - The Financial Analyst is responsible for executing day to day activities related to budgeting and forecasting activities, management reporting and financial analysis. Will provide timely financial information and support for business partners to make fact-based...

  • Business Analyst

    hace 6 días


    Colombia, Huila Datavail A tiempo completo

    **Detailed Job Description** **Position Overview** - Will function as a Business Analyst within MS Business Unit - Will report to a Project Manager, a more senior Business Analyst within the group or a systems Analyst - Will Identify and translate high level, conceptual user-requirements into specifications of business and functional...

  • Service Desk Analyst

    hace 5 días


    Colombia CreateMe A tiempo completo

    Founded in 2018, CreateMe is a world leader in customization and on-demand apparel technology. Our solution spans software front-end to automated manufacturing delivery at speed and at scale. CreateMe empowers brands to eliminate waste, maximize margins and create limitless means of self-expression for every consumer. We're based in New York City with a...

  • Product Data Analyst

    hace 2 horas


    Colombia Connempathy A tiempo completo

    The role is instrumental in optimizing our company's product lifecycle management and ERP operations. This multifaceted position entails product setup, process enhancement, and seamless collaboration across various departments, including Merchandising, Procurement, S& OP, and Customer Product Data Manager. **Product Launch and Lifecycle...


  • Colombia Solvo Global A tiempo completo

    **Requisitos**: Inglés Fluido 85% para arriba Estudios: Bachiller,Técnico, tecnólogo o profesional Mínimo 6 meses de experiência en customer service o áreas administrativas con conociemintos en excel avanzado. conocimientos en power BI, Power automate ( son un plus) ¡Sigue leyendo! Esto es lo que te ofrecemos: La vacante es de 100 % presencial ~...

  • Real Time Analyst Rta

    hace 6 días


    Colombia Iqor A tiempo completo

    We look for your staff support talent as a Real Time Analyst. Do you have the live operations information analysis and monitoring skills, Advanced Excel and B2 English level skills it takes? **Salary**: From $3,000,000 per month **Experience**: - Call center staff: 1 year (preferred) **Language**: - English (required) Expected Start Date: 20/02/2023

  • Sales Support Analyst

    hace 1 semana


    Colombia Essity A tiempo completo

    **Sales Suppor Analyst**: **Acompañar el desarrollo del modelo analítico para el equipo comercial soportado en la analítica avanzada de datos entregando constantemente insigths importantes para soportar la toma de decisiones que detone en acciones para alcanzar mejores resultados en ventas. Evaluar el desempeño del área a través de indicadores...


  • Colombia ttg Talent Solutions A tiempo completo

    **Corporate Groups Analyst** **Medellín** **Description**: We are currently seeking a Corporate Groups Analyst to oversee and maintain administrative tasks related to new business quotations. This role involves liaising with agents during negotiations and collaborating with the operations team to ensure the timely and successful delivery of new business...


  • Colombia Kualty A tiempo completo

    **What were looking for** We are looking Cyber Threat Intelligence Analyst with 3-5 years of experience of active monitoring (SIEM or data aggregation systems), data analysis and cyber processes (monitoring, triage, escalations). **Responsibilities** Support Cyber & Vulnerability Threat Intelligence with monitoring, triage, event Team to Support: - Cyber...

  • Tax Analyst

    hace 5 días


    Colombia ttg Talent Solutions A tiempo completo

    **JOB TITLE: Tax Analyst** **LOCATION: Remote** **SCHEDULE: Full-time** **TYPE OF CONTRACT: Contract** **DESCRIPTION**: At ttg we are looking for a detail-oriented individual who is passionate about tax compliance and optimization for one of our client companies. Join our team as a Tax Analyst, where you will play a key role in minimizing corporate taxes...

  • Quality Analyst Am

    hace 6 días


    Colombia Lean Tech A tiempo completo

    Lean Tech is a** fast-growing** company located in **Medellín, Colombia**. We currently have one of the most prominent networks within the **entertainment**, **financial, **and **logistics** industries. Our corporate projections represent **hundreds** of opportunities for professionals to **grow** and **boost** their careers. Working with us means...

  • Finance Analyst

    hace 5 días


    Colombia Staffcare A tiempo completo

    **Job Title: Software Development Finance Analyst** **Location: Medellin, Colombia** **Duration: 6-12 Months (3 days onsite)** **Must-Have**: **1. Advance Excel** **2. Fluency in English** **3. Some Coding experience is a huge plus (if not then also fine)** **Responsibilities**: 1. Analyze financial data and prepare reports to support software...

  • IT Analyst

    hace 4 semanas


    Colombia Sanje A tiempo completo

    With more than 5000 BIM Projects completed successfully and +350 BIM experts on staff ENG has become one of the top BIM services providers in the United States. Our goal is to help Architects, Engineers, Contractors as well as Owners to design, build and operate better projects more efficiently. We achieve it through our true BIM lifecycle experience. We...


  • Colombia Rockwell Automation A tiempo completo

    Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...

  • ATR Junior Analyst

    hace 4 semanas


    Colombia Kenvue A tiempo completo

    ATR JUNIOR ANALYSTATR ASSITANT CROSS PROCESS This position reports into [Ebs Bogotá] and is based at [Bogotá Colombia)]. What You Will Do Responsible for supporting Cross Coordination and reporting process, analysis of blackline reconciliation and admin platform, Corporate and internal audits, and Financial Statements. Key Responsibilities Provide...

  • Sr Accounting Analyst

    hace 2 semanas


    Colombia Kenvue A tiempo completo

    Sr Accounting Analyst W Description Key Responsibilities: The Revenue Accounting team is responsible for complete and accurate accounting and reporting for all Sales, Returns & Billing adjustments. This includes but is not limited to managing Revenue recognition, cut-off & Rebate processes and reporting via the consolidation system. Responsible for...

  • Operations Analyst

    hace 5 días


    Colombia, Huila Crimson Education A tiempo completo

    **Want to revolutionize the future of education and do meaningful work that transforms future generations’ lives?** Crimson Global Academy (CGA) is a world-class online school delivering live, real-time learning to ambitious students around the world. With over 1500 students joining us from 65 countries, our vision is to unlock our students' limitless...


  • Colombia DOCTUS TECH SAS A tiempo completo

    **Bilingual Executive Analyst - Medellín** Looking for a cool job with great benefits? At Doctus we continue to grow and want you to be part of our Rockstar's team! We are looking for a Bilingual Executive Analyst with excellent Verbal and Written Communication, Organizational, Time Management, and Attention to Detail skills. Skills/Experience...

  • ATR Analyst

    hace 4 semanas


    Colombia Kenvue A tiempo completo

    DescriptionWhat You Will Do?Key Responsibilities: Responsible support financial activities including corporate reporting control, also journal entry and month-end, quarter-end and year-end close activities, coordination for some activities assigned to other members in the team, and focal point for Projects and initiatives. Additional responsibilities...