Technical Support Representative
2 miesięcy temu
We are one of the world’s leading companies in the field of providing innovative products for the sports industry. We collect, organize and deliver high-quality sports data helping sports enthusiasts, media and betting organizations achieve their goals.
We connect people through what we do, and create a better world for sports, every single day
PRODUCTS?All of our products are built in-house and are strictly related to sport. We are serving our customers with in-play live visualizations, as well as sports statistics widgets and raw data provided by our SportsAPI. All the features are created by using new technologies and the best practices around the process of software development.
WHAT ROLE WILL YOU TAKE ON A TEAM?We are seeking a technically adept and customer-focused individual to join our team as a Technical Support Representative. In this role, you will not only provide exceptional customer service but also handle more complex technical queries related to our sports betting products. Your duties will involve troubleshooting, analyzing, and resolving technical issues, working closely with our development team to communicate bug reports, and using your understanding of JSON and XML files, as well as log analysis, to ensure customer satisfaction.
YOUR RESPONSIBILITIES- Diagnose and resolve technical issues, providing detailed feedback to both customers and internal teams.
- Handle customer inquiries related to our betting platforms, ensuring technical problems are addressed efficiently.
- Analyze system logs and error messages to pinpoint issues and suggest timely solutions.
- Collaborate with software developers and engineers to report bugs and ensure effective resolutions.
- Maintain comprehensive records of technical issues and customer interactions.
- Utilize an advanced understanding of product specifications and functionalities to support customer needs.
- Escalate complex issues to higher-level technical teams and monitor their resolution.
- Contribute to continuous improvement initiatives by identifying patterns in technical support inquiries.
- Achieve key performance indicators related to technical support effectiveness and customer satisfaction.
OUR EXPECTATIONS
- Proven experience in technical support, particularly in troubleshooting and issue resolution.
- Ability to read and understand various text-based format (XML, JSON etc.)
- Experience in using HTTP API testing platforms.
- Skill in analyzing complex logs with basic queries.
- Effective communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders.
- Demonstrated problem-solving skills with a methodical approach to complex challenges.
- Experience working with cross-functional teams in a dynamic and fast-paced environment.
- Organizational skills and the ability to manage multiple priorities effectively.
- Willingness to work flexible hours to accommodate global customer needs, including 24/7 support.
WOULD BE YOUR ADVANTAGE:
- Advanced proficiency in Korean, Chinese, Ukrainian, Spanish, or Portuguese.
- Hands-on experience in sportsbook, trading, or a general understanding of different sports rules.
- Familiarity with programming (e.g., C#, Java) or scripting languages (e.g. Bash, Python), and SQL.
- Familiarity with CRM systems and ticketing systems.
RECRUITMENT PROCESS
Only 2 short stages ahead of you:
- Screening – phone call (30 min. in Polish)
- Second interview – video call with Hiring Manager (60 min. in English)
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