Level 1 Support Specialist

2 weeks ago


London, United Kingdom Endeavor Operating Company, LLC Full time

Who We Are:
Endeavor Streaming, a subsidiary of Endeavor, is a global leader in premium video distribution for live and on-demand content across sports, entertainment, media and lifestyle. Through its complete end-to-end streaming platform and unique service offerings inclusive of advisory, growth marketing, custom front-end and more, Endeavor Streaming helps content creators, owners and rights holders transform, grow and scale their direct-to-consumer businesses. Endeavor Streaming is a trusted partner for leading global brands, delivering tens-of-thousands of major tentpole events annually including WrestleMania and UFC Fight Cards and powering streaming services including WWE Network, NBA League Pass, UFC FIGHT PASS, NYFW, and others.

Endeavor is a global sports and entertainment company, home to the world’s most dynamic and engaging storytellers, brands, live events and experiences. The company is comprised of industry leaders including entertainment agency WME; sports, fashion, events and media company IMG; and premier mixed martial arts organization UFC. The Endeavor network specializes in talent representation, sports operations & advisory, event & experiences management, media production & distribution, experiential marketing and brand licensing.

Key Responsibilities and Accountabilities
- Provide fast and accurate customer service, across tickets & live chats.
- Learn our platforms and advanced troubleshooting of our streaming architecture.
- Work effectively with our content delivery teams to achieve results.
- Document and retain ever-evolving workflows and resolutions.

Unusual Challenges or Circumstances e.g. shift(s)/ unsocial hours/ travel etc
- Able to work shift patterns, including weekends and overnights - we’re a 24/7/365 operation.
- Working remotely from home during the current global climate.

Knowledge and Experience

Mandatory
- Previous experience in a B2B / B2C contact centre environment, providing live chat & ticketing support.
- Strong written customer service experience.
- Experience of working with ticketing systems such as Zendesk.
- In-depth knowledge of Microsoft Office 365 suite.
- Good analytical & problem-solving skills.
- Technical troubleshooting experience across desktop, mobile & TV devices.

Desirable
- Digital customer contact experience, preferably within a media / sports streaming environment.
- Experience of management tools such as Jira & Asana.

Skills and Abilities

Mandatory
- Prolific in customer ticketing & live chat systems
- Strong level of written business English.
- Every minute counts. Make fast decisions and have them count.

Desirable
- Effective at managing communications with both internal departments & external vendors.
- Tech savviness - you’re up-to-date on the latest trends.
- Sports fan, with working on knowledge of sports websites.
- Comfortable with troubleshooting devices that are not immediately available to hand.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.



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