Live Support Administrator

About the Position

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting. We are currently seeking a Live Support Administrator to join our Operations department in Aveiro, Portugal.

Responsibilities

• First level customer support: Solve operational client queries via the ticketing system and instant messaging.
• Ticket escalation: Ensure all customer queries are escalated to other client support units on time.
• Dealing with match day-related game requests: Handle fixture updates and match cancellations.
• Administration of games: Manage new game offers, competition format changes, and communicate with operational managers in the field.
• High-level game monitoring: Supervise and assist Supporter staff as part of live data collection, performing corrective actions as the last instance in the live environment.
• Incident escalation: Ensure all incidents are properly escalated internally and externally, and collaborate closely with other business units.

Requirements

• First level customer support
• Ticket escalation
• Dealing with match day-related game requests
• Administration of games
• High-level game monitoring
• Incident escalation

Nice to Have

• Minimum of 1-year working experience in the betting industry.
• In-depth knowledge of the RunningBall product, and knowledge of sports that are part of the product portfolio.
• Sufficient multitasking skills to deal with client queries and observe a high number of games simultaneously.
• Time Management: Ability to work under pressure and prioritize tasks.
• Flexibility: Willingness and ability to work in a 24/7 live environment with peak times at weekends, including night shifts.
• Teamwork and collaboration: Ability to work well within a team and deliver tasks independently.
• Excellent command of English in verbal and written form.
• Profound knowledge of technical devices and MS Office package.

We Offer

• We love sports, but we love diverse thinking more! We know that diversity brings creativity, so we invite people from all backgrounds to join us. At Stats Perform, you can make a difference by using your skills and experience every day, and you'll feel valued and respected for your contribution.
• We take care of our colleagues by offering benefits like Mental Health Days Off, ‘No Meeting Fridays,’ and flexible working schedules.
• We pull together to build a better workplace and world for all. We encourage employees to take part in charitable activities, utilize their 2 days of Volunteering Time Off, support our environmental efforts, and be actively involved in Employee Resource Groups.
• Diversity, Equity, and Inclusion at Stats Perform: By joining Stats Perform, you'll be part of a team that celebrates diversity. A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome. All employees are collectively responsible for developing and maintaining an inclusive environment. That is why our Diversity, Equity, and Inclusion goals underpin our core values.

About the Company

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting. Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world access to the very best data, content, and insights. In turn, improving how sports fans interact with their favorite sports teams and competitions.

Anywhere you find sport, Stats Perform is there. However, data and tech are only half of the package. We need great people to fuel the engine. We succeeded thanks to a team of amazing people who spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events. If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience!