Customer Services Agent B2B - First Line Support Analyst

Betsson Group; Wigan; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A prominent gaming services provider in Wigan is looking for a Customer Services Agent B2B - First Line Support Analyst. You will provide helpdesk support to wholesale partners and ensure smooth operations for traders. Candidates should be detail-oriented, self-starters, and possess excellent communication skills. The position offers hybrid working and competitive benefits including a performance bonus and health care plans.

Benefits

Competitive annual leave

Hybrid working

Gym scheme contribution

Health care for you and your household

Performance bonus

Enhanced family leave

Online shopping discounts

Cycle to work scheme

Qualifications

• Experience in a helpdesk or first line support role is a plus.
• Passion for sports and betting is preferred.

Responsibilities

• Provide first line helpdesk support to wholesale partners.
• Monitor communication mediums and respond to client queries.
• Assist traders with event lifecycle management.

Skills

Attention to detail

Self-motivated

Knowledge of Microsoft Excel

Ability to work under pressure

Excellent communication skills

Ability to multi-task

Tools

Jira

Slack

Job description

Customer Services Agent B2B - First Line Support Analyst

Wigan

This is an opportunity to work as part of the Sporting Solutions Helpdesk for the benefit of wholesale clients and core business. The primary responsibility will be to enhance the service to current partners from a First Line Support Analyst trading perspective, across a variety of mediums.

The Person

Ideally, we would like someone with;

• Excellent attention to detail.
• Be a strongly motivated self-starter able to work reliably without supervision.
• Knowledge and use of Microsoft applications, particularly Excel.
• Able to work under pressure and adhere to strict deadlines.
• Comfortable dealing with clients over email and Skype and Slack.
• Comfortable multi-tasking in a fast-paced environment.
• Excellent written and verbal communication skills.
• Team focused individual able to align personal goals with that of their department and the company holistically.
• Natural disposition for quick learning in a technologically-driven environment.

The Role

The First Line Support Analyst position is wide reaching in remit and has its fundamentals based in two key areas:

Firstly, the provision of first line, helpdesk support to wholesale partners subscribing to Sporting Solutions services. To monitor a variety of communication mediums used by wholesale partners such as Skype and email, adhering to several operational KPI’s, to ensure a high level of service through instantaneous response and support. The chosen candidate will be charged with raising more complex issues surrounding bugs and service modifications with relevant technical teams through in-house reporting software such as Jira and Slack.

Secondly, the individual will play a part in ensuring that ‘Operationally’, traders are given all the necessary technical support to ensure they can get their event and prices to market without incident. Within this framework, the chosen candidate will be responsible for monitoring and influencing the lifecycle of a sports event comprising; Event creation > Pre-match pricing > Market Monitoring > In-play trading > Settlement > Post event analysis/database records.

We need someone to;

• Assist Traders to ensure a smooth transition from fixture creation through to settlement (Life cycle of an event).
• Monitor communication mediums such as Skype and email to ensure wholesale clients get a speedy, polite and professional response to queries.
• Identify and accurately report technical issues with the relevant department for resolutions and or fixes (Jira, Slack, email, Skype.)
• Occasionally administer daily trading schedules to organise trader resource and maximise output in terms of in-play events for wholesale partners.
• Prepare trading models for in-play events and accurate entry of pricing variables using the underlying market as a basis.
• Accurate manipulation of trading models and monitoring of market conditions to maintain pricing pre-match for both in-play and non-live events.
• Comprehensive understanding of in-house systems such as FMS, SMM, Atlas, Connect, Slack, Jira and Cloudberry. Ability to intervene and interact with all these systems to solve issues pertaining to wholesale services.
• Secondary Partner support/escalation. Assisting the relationship manager for Tier 1 and Tier 2 partners as part of structured development towards becoming a Partner Relationship Manager. Typical tasks would include assisting with review calls and meetings with customer operational staff. Reporting on customer performance. Reviewing and updating support tickets, calls and other contact made by specified partners.

What we’re looking for

• Passion for sports and betting
• Willingness to work a range of shifts across 24 hours to suit the needs of the business.

Extra marks if you have

• Knowledge of fixed odds market and the principals involved in pricing and trading sports events
• Previous helpdesk or first line support experience.

What we offer

• Competitive annual leave package that increases with length of service + day off for your birthday!
• Hybrid working - 2 days a week in the office
• Company contribution to discounted gym scheme
• Vitality health care for you and your household
• Competitive yearly performance bonus
• Enhanced maternity and paternity leave
• Access to discounts for online shopping
• Cycle to work scheme

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