Customer Support Agent

Overview

The Support Agent works as part of the Client Services Team, reporting to the CS Team Lead and responsible for first line monitoring of alerts (products and books), customer queries and issues via all customer channels; resolving and responding or escalating appropriately. They help to manage technical relationships with our customers and ensure TX delivers an industry leading customer experience.

The shift pattern for this role is typically 4pm - 12 midnight and includes weekend scheduled rota hours as part of the role. 

Deep sports knowledge and understanding of global competitions, as well as betting domain knowledge is essential for this role. 

Some business travel may be required to TX offices.

What you'll do

Client Support:

• Work closely with the Service Team Night Lead, providing prompt and effective first-line customer support as part of the Service Desk function – including responding to tickets, alert monitoring, escalation, incident management, dashboards in line with TX policy and SLAs.
• Thoroughly investigate customer queries, taking all required steps to resolve before escalating. Support and liaise with colleagues as needed to ensure that customer issues are responded to, updated, resolved in a timely manner at all times.
• Monitor and investigate product and book alerts, escalating as necessary and following TX policy.
• Identify areas for improvement in the way we do things and propose solutions.
• Follow TX policy and guidelines at all times, working closely with Team Lead or designated deputy.
• Ensure that customers are always at the heart of what we do. Be willing to go the extra mile to help resolve customer issues.
  

What we expect

• Strong English language skills, both spoken and written
• Deep sports and betting domain knowledge
• Client focus, with a drive to ensure issue resolution and advocate for the customer
• Ability to clearly define, communicate and document client issues
• Desire to learn, up-skill and progress – as well as share knowledge and train colleagues.
• Detail oriented, great at trouble shooting and problem solving
• Analytical, with ability to interpret data, investigate and provide conclusions.
• Excellent time management skills in an often-hectic working environment.
• A strong team player; flexible, supportive and collaborative

Nice to have

Experience with:

• Atlassian products - Jira, Jira Service Management and Confluence
• Grafana
• Kibana

Multi-lingual skills a bonus
Coding: Any relevant experience

Scroll down for what we offer!

• Be a part of cutting-edge live sports data operations.
• An open and collaborative working atmosphere
• Opportunities for personal and professional development
• Group outings and team meals
• Paid time off
• Paid training
• Branded merchandise
• 401(k) with company match
• Health, dental, & vision insurance
  
• Paid parental leave
• Location: Chicago, IL (River North, steps from Brown Line)
• Employment Type: Full-Time

Our recruitment process includes an initial discussion, and a comprehensive interview exploring your customer focus, sports knowledge as well as problem-solving strategies and team collaboration abilities.