Department: Customer Operations
Job Title: Customer Support Specialist – Pro
Reports To (title): Support Delivery Quality Manager – Pro
Career Level: CL3
Hours of Work: Full time (40 hours per week)
Line Management Responsibility: None
WHAT’S YOUR NEW ROLE ABOUT?
As a Customer Support Specialist, you will be responsible for providing an expert level of support and product knowledge to our customers, through aiding Customer Support incident management in your product field. This will include priority incident recognition and triage, live support escalation and resolution, mapping ticket patterns and knowledge gap identification. Customer education and answering information requests are also part of your day-to-day role.
Being a subject matter expert, and working closely with Customer Support Frontline teams, you will provide both knowledge and resolutions to both live and postgame tickets and queries. Smart issue diagnosis and potential escalation to the relevant stakeholders is also a key task.
You will work in tandem with the Service Delivery Managers, ensuring that customer support is ready, have first time fix resource at their disposal, and can manage the volume and detail of inbound incidents. You will also work closely with our Customer Support L&D specialist in identifying areas that have knowledge gaps.
The successful candidate will be working within a fast paced, exciting, and highly productive environment. This is a demanding, responsible, varied, exciting and challenging role where a passion for customers, sport and betting is essential.
This role is live sports calendar based, so may include weekend and evening or night shifts.
HERE’S YOUR ROLE BROKEN DOWN (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)
Subject matter expert in your product support field
Quick diagnosis and resolve for time sensitive tickets
Be an escalation point and support expert for our front-line support teams
Identify ticket patterns and common customer issues that can be resolved by filling knowledge gaps and analyst upskilling
Escalating issues of note immediately and through the right channels.
Displaying a professional attitude and enthusiasm.
Adding to and improving the knowledge base for customer support
Liaising with other areas of the business to discuss your findings and reports.
Ability to engage product stakeholders to ensure Customer Support are best in class.
DO YOU HAVE THESE ESSENTIALS?
Passion for dealing with customer queries and problem solving.
Positive and enthusiastic attitude around resolutions and improvements.
Sound knowledge of Microsoft office applications [especially Outlook and Excel].
Sound knowledge of variety of sporting events.
Ability to prioritize and multiple tasks.
Strong Stats Perform product knowledge
Familiarity with our clients and how they use our products
Confident in handling email enquiries.
Strong attention to detail in a fast-paced environment.
Second level education or higher
Comfortable with numbers and mathematics.
IT WOULD BE GREAT IF YOU HAD THESE DESIRABLES TOO
Strong planning and forecasting skills.
Knowledge of support tools, self-sourcing information and sharing this appropriately, including google research skills.
Have the discipline to work as part of a team, to tight deadlines, in a high-pressure environment.
Proficient writing and communication skills.
HERE’S A LITTLE MORE ABOUT US
Stats Perform collects the richest sports data in the world and transforms it through revolutionary artificial intelligence (AI) to unlock the most in-depth insights for media and technology, betting, and team performance. With company roots dating back almost 40 years, Stats Perform embraces and solves the dynamic nature of sport – be that for digital and broadcast media with differentiated storytelling, tech companies with reliable and fast data to power their own innovations, sportsbooks with in-play betting and integrity services, or teams with first-of-its-kind AI analysis software. As the leading sports data and AI company, Stats Perform works with most of the top global sports broadcast companies, tech companies, sportsbooks, teams, and leagues.
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