By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com.

THE ROLE: 

Perform This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge tech, analytics, and visual insights. 

As a Technical Customer Support Operator, you will be part of a helpdesk operation for one of the top major professional sports leagues in the United States. This Secaucus, New Jersey based role will be responsible for providing technical support and training to remote system users. You will have technical know-how, customer service mentality and enjoy operating in a fast-paced environment.
This is an excellent opportunity for someone with a passion for sports looking to progress their career in IT. * Please note this role requires onsite presence in our Secaucus, NJ office.

Main Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries via phone, email, or chat
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Help drive hardware/software operational set up at installation sites
• Assist system users remotely or a small number of cases on-site for events as directed
• Ensure all issues are logged, tracked, and resolved using the applicable service desk application
• Adhere to help desk metrics ensuring that SLA’s are met
• Escalate issues as appropriate and work with the development team to address issues within the relevant SLA’s
• Assist in the creation of training material, help guides, installation guides and other product support material
• Assist in an annual user training program ensuring all system users meet the minimum competency requirements
• Assist with checklists, hardware maintenance schedules and other processes to enable the help desk operation as applicable
• Other tasks as directed by line manager

Required Skills

• Good understanding of IT Networks
• Advanced hardware/software troubleshooting and multi-tasking skills
• Strong client-facing and communication skills (both written and verbal)
• An energetic, supportive, and collaborative team player
• Able to work in shifts, with availability to work during evenings and weekends including holidays
• Basic System monitoring experience
• Experience using a ticket logging system
• Working knowledge of Office 365
• High level of time management skills, organizing capabilities  
• Good analytical and problem-solving skills
• Comfortable with meeting the challenges of tight deadlines and prioritizing workload
• High comfort level working in a diverse environment
• Fundamental knowledge of basketball rules and regulations

Desirable Skills

• Previous helpdesk or technical support experience
• Working knowledge of basketball rules (further training can be provided)
• Experience providing user training sessions on various software applications
• Willing to travel nationally and internationally to support event operations

Required Experience

• A high school diploma with technical training
• 2 years of prior technical customer support experience

The salary for this role is  $21 USD per hour .  

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. 

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports. 

One team, being brave, driving change  

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.