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Customer Support Executive

4 months ago

Atlanta, United States Genius Sports Limited Full time

**Customer Support Executive**

at Genius Sports Atlanta, Georgia, United States 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. **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.

We are the trusted partner to over 500 sports organisations globally, capturing the highest quality data for many of the worlds 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.

**What** **W** **e** **D** **o**

* **Sportstech**

Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions.

* **Video**

Fully automated streaming technology, production and distribution services that help showcase sports to the world.

* **Sportsbook**

Everything a sportsbook operator needs to manager their operation and grow profits all powered by the finest live sports data available.

* **Media & Engagement**

We help brands and publishers engage and monetise sports fans with personalised campaigns and content they will love.

FanHub specialises 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. Our products cover Football, NFL, Basketball, Tennis, Cycling, AFL, NRL and Rugby and our clients include, the NFL, the NBA, the MLB, NewsUK, Eurosport, ATP Tour, the AFL and the NRL amongst many others.

**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).

* When youre not performing your primary support duties, you will have exposure to all areas of the business, allowing future opportunity to work in our other offices around the world

* The opportunity to work on an exciting range of products with some great clients

* An amazing bunch of people to make coming to work every day something you enjoy

**The Team**

You will be reporting to the Customer Support Lead 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.

**Personal Attributes:**

* A love of sports and the use of digital platforms

* An authentic, enthusiastic and proactive nature, along with a strong cultural alignment with our existing team

* Able to prioritise tasks effectively & and work within a team

* Adaptable to the needs our projects and clients, with the ability to wear multiple hats when necessary to ensure you can support where most needed

* Willingness to work with remote teams and co-workers and adapting to various styles of communication

* Illustrate empathy and be conscious of tone of voice while providing users with articulate and helpful responses

* The ability to work unusual hours when required given the nature of the sports industry that we serve

**Requirements**:

Although the role is not full time, a willingness to work a schedule with some hours outside of common business hours that can shift throughout the year is required.

* Ability to work at least one weekday shift AND one weekend shift each week

* Ability to do additional shifts (2 per week) during busy periods e.g. EPL season start in the UK, NFL season start in the US, AFL/NRL season start in Australia.

* Ability to work a sometimes inconsistent schedule as needs fluctuate throughout the year -

*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.*

*Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our* *customers* *and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief,* *sex* *and sexual orientation (and any other status protected by applicable law)*

Location (City) * *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Genius Sports are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender

Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305