We are looking for a Customer Support Analyst to join our international Customer Support team based in Leipzig, Germany. The Customer Support Analyst will provide our corporate key clients with an exceptional B2B customer experience by supporting their needs along the most critical touchpoints of the customer journey. You’ll enjoy this role if you love helping others, solving problems, being the internal advocate for our customers, and creating long-term customer relationships.
Our award-winning, certified Customer Support teams directly impact business goals through providing feedback to business, product development teams, operations, and driving customer success.

THE CHALLENGE:

• Become an expert on Sportradar’s products and services.
• Communicates well and works closely with multiple stakeholders and teams while advocating for “best in class” customer experiences.
• Quickly and efficiently respond to and resolve customer queries through chat, ticket system, phone, and email.
• Supervision of internal support-related processes and tasks reporting.
• Incorporate and share customer feedback to advocate for the customer.
• Monitor internal system and service health status and proactively report deviations to the appropriate teams.
• Escalate critical service and technical issues to the appropriate channel and take ownership.
• Taking over support-related projects, initiatives, and their independent processing.
• Increase customer service experience and satisfaction through providing excellent, proactive, and personal customer support.

Qualifications

• BS in Computer Science, Business Administration, or a related field; equivalent experience acceptable.
• Demonstrated success in interfacing with high-profile clients and providing exceptional customer service.
• Exceptional written and verbal communications skills, with an emphasis on communicating highly technical and complex topics to a non-technical audience.
• A passion for sports is beneficial, but not required.
• Very good English skills, both written and oral (e.g., FCE - First Certificate of English, Cambridge)
• Ability to multi-task and maintain high attention to detail.
• Proactive self-starter with strong time management and organizational skills.
• Willingness to work in shifts
• Ability to solve problems logically and critically
• A good understanding and working knowledge of the internet, technical concepts (e.g., you understand terms like XML, API, browser, cache, HTML)

Additional Information
OUR OFFER:

• Opportunity to join the journey in establishing a new Customer Success function and ways of working
• Working in a challenging yet rewarding environment
• Driving change in a rapidly evolving and growing organization
• Collaborating with senior leaders, colleagues, and customers across the globe
• Working in a dynamic environment with passionate and engaged people

Buckle up, hold on tight, and get ready for an incredible adrenaline rush throughout this exciting ride with us: #maketheteam and shape your future as well as ours!
Sportradar is an Equal Opportunity Employer. We are committed to encouraging diversity within our teams. All qualified applicants will receive consideration without regard to, among other things, your background, status, or personal preferences

Additional Information 

Sportradar is an Equal Opportunity Employer. We are committed to encouraging diversity within our teams. All qualified applicants will receive consideration without regard to, among other things, your background, status, or personal preferences