ABOUT US: 

We are looking for a Customer Support Analyst to join our international Customer Support team based in Las Vegas, U.S. The Customer Support Analyst will provide our corporate key clients 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 by this 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 together 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 deviances 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.

YOUR PROFILE:

• BS in Computer Science, Business Administration or a related field; equivalent experience acceptable. 
• Demonstrated success 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. 
• Ability to multi-task and maintain high attention to details. 
• 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) 

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

OUR RECRUITMENT PROCESS:

• Initial Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations. 
• Technical Assessment: A short (home) task to showcase your technical skills. 
• Two Technical Interviews: Meet with the Technical team and later with the Hiring Manager to dive into your solution, as also discuss team fit. 
• Onsite Interview: Meet with the local team and take a tour of our office for a final meet-and-greet. 
• Finals Steps: Receive feedback and, if successful, an offer! 

Pay Range: $40,000