Product Services Agent

2 weeks ago

London, United Kingdom Genius Sports Full time

**A bit about us**

Do you want to join one of the world's fastest growing sports technology companies?

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We're looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.

We put trust in our people to deliver the difference for our clients around the world. It's why many of the world's largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

**A **B**it **A**bout **U**s**

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media.

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan.

We are the trusted partner to over 500 sports organisations globally, capturing the highest quality data for many of the world's largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA.

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organisations, we are driven to the deliver the difference for our partners.

**Love sports and love digital games? Then you will love working on the fan engagement team**

We specialize in building & operating digital fan engagement products - fantasy and predictor games, trivia, polling and more. We work with leading media companies and sports bodies all around the world, including the NFL, MLB, NewsUK, AFL and FIFA, just to name a few

**What you will be doing, primarily**
- Providing customer support for our fans (users of the games we build) via our customer support platform (Zendesk), for our products. This typically involves answering their questions and trying to understand if there are real issues we need to investigate further.
- Monitoring our products during live matches and events to ensure there are no issues (games are operating as expected), and escalate issues when they appear.
- Perform dedicated testing of our products (basically playing the games we build).

**What do we offer?**
- Exposure to all aspects of the business, allowing you to learn and develop valuable skills
- The opportunity for you to complete various tasks across the group to provide you with experience in various areas of interest (when you're not performing your primary support duties of course)
- Potential to build relationships & experience to gain long term opportunities within Genius

**The Team**

You will be reporting through the Customer Support Lead Product Integrity Team and working with a global team of other Producers/Product Managers, Account Managers, User Experience (UX) Specialists, Designers, Developers, Quality Assurance (QA) & other Support staff.

**Who You Are**
- A student or someone looking to get involved in sports tech with part time work
- Lover of sports and the use of digital platforms
- authentic, enthusiastic and proactive in nature
- Able to prioritise tasks effectively & and work within a team
- Ready to wear multiple hats when necessary to ensure you can support where most needed
- Able to work with remote teams and co-workers and adapt to various styles of communication
- Empathetic and conscious of tone of voice while providing users with articulate and helpful responses
- Happy to work unusual hours given the nature of the sports industry that we serve

**Requirements**:

- Willingness to work a fluctuating schedule with some hours outside of common business hours that can shift throughout the year
- Ability to work at least one weekday shift AND one weekend shift each week
- Ability to do additional shifts during busy periods e.g. EPL season start in the UK, NFL season start in the US, AFL/NRL season start in Australia.
- Due to COVID-19 restrictions, we are currently using virtual hiring processes in some locations, so that we can continue hiring great people whilst being mindful of the health of everyone involved in the recruitment process. Please therefore be aware that, among other things, interviews may take place by phone or video, and some new hires may need to be onboarded remotely (_e.g._ where access to office space is currently restricted). Our Talent Acquisition team will be able to advise of arrangements in relation to specific roles, so please reach out to them with any questions._

**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 s

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