Second Line Support Operator

hace 2 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**

A Second Line Support Operator secures high-level client service and seamless problem solving. You'll be dealing with inquires that are escalated by all internal departments or are raised directly via client contact. You will be dealing with problems that lack a straightforward solution and must be investigated in depth and encompass across all products as you will be a backbone of the operation, being in a close relationship with all the departments.

**Main Responsibilities**
- Communicating with clients, solving problems.
- Solving and prioritizing problems inside the company and the parent company.
- Setting the licenses and user rights in information systems for new and existing clients.
- Helping other Support Operators with their work, solving problems, forwarding the information to the Development Team when necessary and providing feedback to clients.
- Create and maintain a knowledge base for known issues and solutions
- Completing additional tasks assigned by the line manager

**Requirements**:

- Strong Communication skills
- Good written and verbal English
- Computer skills
- Problem solving skills
- Problem escalating skills
- Multitasking
- Accuracy and pressure handling
- **This role involves working mostly night hours, weekends and holidays included**

**Desirable Skills**
- Independently working, initiative, organizing capacity
- Understanding of all the products
- Knowledge of internal tools
- Client Service experience
- Knowledge of betting
- Basic T-SQL Knowledge
- Good knowledge of IT

**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.

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