Live Support Administrator

Stats Perform; Aveiro; On-site; EUR 18,000 - 32,000; Full time

Job summary

A Stats Perform, líder tecnológica em dados desportivos, procura um Live Support Administrator para o seu centro de operações em Aveiro. Será responsável pelo suporte de 1ª linha a clientes de apostas, monitorando dados em tempo real e assegurando respostas rápidas aos incidentes, com foco na qualidade de serviço.

O papel envolve trabalhar num ambiente 24/7, com horários noturnos de fim de semana, e colaboração estreita com equipas técnicas e operacionais para manter a integridade dos dados e a

Qualifications

• Experiência mínima de 1 ano na indústria de apostas.
• Conhecimento aprofundado do produto RunningBall.
• Capacidade de multitarefa para monitorizar vários jogos ao mesmo tempo.

Responsibilities

• Resolver consultas operacionais de clientes via sistema de tickets e mensagens instantâneas.
• Assegurar que as consultas sejam escaladas para as unidades de suporte adequadas.
• Lidar com pedidos de jogos em dia de jogo: atualizações de fixtures e cancelamentos.
• Administrar jogos: gerir novas ofertas, alterações de formato e comunicar com gestores.
• Monitorização de alto nível de jogos e apoio à equipa de Supporter.
• Gestão de incidentes: escalonar internamente e externamente e colaborar com outras unidades.

Skills

Inglês fluente

Suporte ao cliente

Tools

MS Office

Sistema de tickets

Job description

Live Support Administrator

Empresa : Stats Perform Tipo de Emprego : Periodo Integral Aveiro, Portugal JobCopilot will tailor your resume and auto-fill the application

Descrição do Emprego - Live Support Administrator

Overview

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting.

Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world, access to the very best data, content, and insights. In turn, improving how sports fans interact with their favourite sports teams and competitions.

How do we add value?

• Media outlets add a little magic to their coverage with our stats and graphics packages.
• Sportsbooks can offer better predictions and more accurate odds.
• The world's top coaches are known to use our data to make critical team decisions.
• Sports commentators can engage with fans on a deeper level, using our stories and insights.

Anywhere you find sport, Stats Perform is there. However, data and tech are only half of the package. We need great people to fuel the engine.

We succeeded thanks to a team of amazing people. They spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events.If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience!

Responsibilities:

You are part of the SOCC Live Support - RunningBall. The SOCC Live Support - RunningBall team sits within our Customer Operations department responsible for live real time support of our fastest products across WTA/BWF, Runningball game support & Opta game support. Our team aim to provide the highest level of customer care and help support the delivery & continuous improvement of our data products. In your role as Live Support Administrator, you are responsible for the first level customer support of the fast data product and in direct contact with our betting clients. You conduct a high- level game monitoring of the data that is collected live, report back on incident resolutions both internally and externally and supervise Supporters in our collection office. Furthermore, you execute administrational tasks related to the offering of games.

Required Qualifications:

• First level customer support: you solve operational client queries via the ticketing system and via instant messaging.
• Ticket escalation: you ensure overall that all customer queries are escalated to other client support units on time.
• Dealing with match day- related game requests: deal with fixture updates and match cancellations.
• Administration of games: handle new game offers, competition format changes, and communicate with operational managers in the field.
• High- level game monitoring: supervision and assistance of Supporter staff as part of live data collection, performing corrective actions as last instance in the live environment.
• Incident escalation: you ensure all incidents are properly escalated internally and externally, and closely collaborate with other business units.

Desired Qualifications:

• Minimum of 1-year working experience in the betting industry.
• In- depth knowledge of the RunningBall product, and knowledge of sports that are part of the product portfolio.
• Sufficient multitasking skills to be able to deal with client queries and observe a high number of games at the same time.
• Time Management: Ability to work under pressure and to prioritize tasks.
• Flexibility: Willingness and ability to work in a 24/7 live environment with peak times at weekends as the role also includes night shifts.
• Teamwork and collaboration: you work well within a team, but also feel confident with delivering tasks independently.
• Excellent command of English in verbal and written form.
• Profound knowledge of technical devices and MS Office package.

Why work at Stats Perform?

We love sports, but we love diverse thinking more!

We know that diversity brings creativity, so we invite people from all backgrounds to join us. At Stats Perform you can make a difference, by using your skills and experience every day, you'll feel valued and respected for your contribution.

We take care of our colleagues

We like happy and healthy colleagues. You will benefit from things like Mental Health Days Off, ‘No Meeting Fridays,’ and flexible working schedules.

We pull together to build a better workplace and world for all.

We encourage employees to take part in charitable activities, utilize their 2 days of Volunteering Time Off, support our environmental efforts, and be actively involved in Employee Resource Groups.

Diversity, Equity, and Inclusion at Stats Perform

By joining Stats Perform, you'll be part of a team that celebrates diversity. A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome. All employees are collectively responsible for developing and maintaining an inclusive environment. That is why our Diversity, Equity, and Inclusion goals underpin our core values.

With increased diversity comes increased innovation and creativity. Ensuring we're best placed to serve our clients and communities. Stats Perform is committed to seeking diversity, equity, and inclusion in all we do.