A bit about us
Genius Sports is at the forefront of the sports technology landscape, delivering real-time data and innovative digital solutions that connect sports, brands, and fans worldwide. From data capture to distribution, we are an integral partner to sports leagues and federations including the NFL, English Premier League, FIBA, and NCAA ensuring that critical data and cutting-edge products reach millions of users.
If you want to be part of a passionate global team shaping the future of sports entertainment, then come and join us. We foster an environment where creativity, collaboration, and continuous learning drive innovation for our partners and end-users.
The Role
We are looking for a Customer Support Analyst, who will be a core component in our mission to go above and beyond for our customers. This role will contribute to our day-to-day support operations by managing external client requests, working daily across a variety of internal departments to make sure our customer operations are running efficiently and to the highest quality. This is an ideal job for someone who is an effective multi-tasker, self-starter and critical thinker with keen attention to detail and a passion for working with everyone from clients to internal engineering and business development teams.
Main Responsibilities
- Effectively handle and prioritise incoming customer requests, ensuring timely resolution or appropriate escalation to the relevant teams.
- Troubleshoot basic API and software access issues, collecting necessary details for our engineering teams to efficiently address.
- Maintain comprehensive customer contact lists and playbooks for outage and delivery updates, ensuring clear communication with all stakeholders.
- Collaborate with game day operations and System Support Engineers to promptly resolve event-day issues and maintain operational continuity.
Required Skills
- Strong verbal and written communication skills in English and French.
- Strong knowledge of basketball, other sports beneficial
- Previous experience in customer support, data delivery, or product operations.
- Proficiency in working with software platforms and technical tools.
- Excellent organisational skills with the ability to manage multiple tasks simultaneously.
- Ability to work collaboratively with teams across different time zones.
- Willing to work a schedule aligned with the sports calendar, including evenings, weekends, and public holidays.
- Strong time management skills and attention to detail.
Desirable Skills
- Experience in the sports industry, bringing valuable insights to the role.
- Familiarity with support tools such as Zendesk or similar platforms to enhance our customer service processes.
What’s in it for you?
As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the 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.
How we work
We have adapted a forward-thinking Ways of Working framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.
Our employees are empowered to stretch the boundaries of whats achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.
Genius Sports Group is proud to be an equal opportunities employer. We recognise and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.
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