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First Line Support Analyst - (Sporting Solutions Helpdesk)
at Sporting Group Manchester in Manchester (Published at 07-12-2023)
First Line Support Analyst – (Sporting Solutions Helpdesk)
Location: Wigan
Job Requirement: Full time / hybrid
Do you have a passion to be the go to person for all things performance? As a member of our Technology team, you will be a key contributor within our product development organisation to ensure our solutions meet high standards of quality and the expectations of our customers.
Our Company:
The Sporting Group is one of the world’s leading names in sports betting technology and trading. The Group employs almost 300 staff, predominately at its central London HQ, and has two principal divisions – a B2C operation, the pre-eminent sports spread betting company, and a rapidly growing B2B operation which supplies real-time pricing and sports trading capabilities to sportsbooks around the globe.
What we offer:
- Get rewarded: competitive salary and generous company bonus
- Stay healthy: Gym flex membership and Cycle scheme
- Be protected: pension scheme, Life Insurance, Medical scheme (including dental, optical and audiological cover)
- Keep a balance between work and life: flexible working policy (2 days in our amazing central London office and 3 days at home), 25 holidays days and a day off for your Birthday.
- Enjoy our perks: breakfast at the office Reward Gateway that offers a range of online and instore discounts and vouchers
The Role:
The First Line Support Analyst position is wide reaching in remit and has its fundamentals based in two key areas:
Firstly, the provision of first line, helpdesk support to wholesale partners subscribing to Sporting Solutions services. To monitor a variety of communication mediums used by wholesale partners such as Skype and email, adhering to several operational KPI’s, to ensure a high level of service through instantaneous response and support. The chosen candidate will be charged with raising more complex issues surrounding bugs and service modifications with relevant technical teams through in-house reporting software such as Jira and Slack.
Secondly, the individual will play a part in ensuring that ‘Operationally’, traders are given all the necessary technical support to ensure they can get their event and prices to market without incident. Within this framework, the chosen candidate will be responsible for monitoring and influencing the lifecycle of a sports event comprising; Event creation > Pre-match pricing > Market Monitoring > In-play trading > Settlement > Post event analysis/database records. Your primary missions will be to:
- Assist Traders to ensure a smooth transition from fixture creation through to settlement (Life cycle of an event).
- Monitor communication mediums such as Skype and email to ensure wholesale clients get a speedy, polite and professional response to queries.
- Identify and accurately report technical issues with the relevant department for resolutions and or fixes (Jira, Slack, email, Skype.)
- Occasionally administer daily trading schedules to organise trader resource and maximise output in terms of in-play events for wholesale partners.
- Prepare trading models for in-play events and accurate entry of pricing variables using the underlying market as a basis.
- Accurate manipulation of trading models and monitoring of market conditions to maintain pricing pre-match for both in-play and non-live events.
- Comprehensive understanding of in-house systems such as FMS, SMM, Atlas, Connect, Slack, Jira and Cloudberry. Ability to intervene and interact with all these systems to solve issues pertaining to wholesale services.
- Secondary Partner support/escalation. Assisting the relationship manager for Tier 1 and Tier 2 partners as part of structured development towards becoming a Partner Relationship Manager. Typical tasks would include assisting with review calls and meetings with customer operational staff.
Reporting on customer performance. Reviewing and updating support tickets, calls and other contact made by specified partners. The Person:
- Excellent attention to detail.
- Be a strongly motivated self-starter able to work with autonomy.
- Able to adhere to strict deadlines.
- Comfortable dealing with clients over email and Skype and Slack.
- Comfortable multi-tasking in a fast-paced environment.
- Excellent written and verbal communication skills.
- Team focused individual able to align personal goals with that of their department and the company holistically.
- Excellent diplomacy skills.
- Natural disposition for quick learning in a technologically-driven environment.
- Knowledge and use of Microsoft applications, particularly Excel.
What we’re looking for:
- Passion for sports and betting.
- Excellent Communication skills.
- Willingness to work a range of shifts across 24 hours to suit the needs of the business.
You must be over 18 to apply for this role.
