Sportsbook Customer Support Analyst

As a Sportsbook Customer Support Analyst at Genius Sports, you will engage directly with clients, resolving their queries effectively. You will prioritize and solve internal issues while supporting the Sportsbook Technical Support Analysts with their tasks. Your role will involve actively monitoring systems and maintaining a knowledge base for common issues and solutions.

To be considered for the Sportsbook Customer Support Analyst role at Genius Sports, you should possess strong communication and problem-solving abilities. Proficiency in Microsoft Office and experience in client support will be advantageous. Additionally, having great multitasking skills and the ability to take initiative will set you up for success.

At Genius Sports, the work environment for a Sportsbook Customer Support Analyst is lively and collaborative. You’ll work alongside talented professionals in a supportive atmosphere that fosters growth. With regular social events and flexible working arrangements, the team prioritizes both performance and employee well-being.

Genius Sports offers a variety of training and development programs aimed at enhancing your skills as a Sportsbook Customer Support Analyst. These include health insurance benefits, skills training courses, and other educational opportunities, all contributing to your career progression in the sports technology domain.

The Sportsbook Customer Support Analyst role at Genius Sports is pivotal to ensuring client satisfaction. By providing prompt and effective solutions to client queries, actively monitoring systems, and collaborating with various departments, you will help maintain a high standard of service that strengthens client relationships and enhances their experience.

It's important to stay calm and empathize with the client's concerns while assuring them that you're there to help. Listening actively and validating their feelings can build rapport, and following up with a structured plan to resolve the issue will show that you're committed to their satisfaction.

Describing a specific instance where you identified the issue, gathered necessary information, collaborated with team members, and ultimately found a solution will demonstrate your problem-solving abilities. Highlight the outcome and the positive impact it had on the client.

Mention any relevant tools you are familiar with, such as ticketing systems, monitoring software, or customer relationship management tools. Discuss your field experience and express your willingness to adapt to new tools that Genius Sports may use for client support.

Explain your method for prioritizing tasks based on urgency and impact. You might mention a systematic approach like assessing the severity of the issue, determining how many clients are affected, and managing your time effectively to ensure all issues are addressed promptly.

Speak about your admiration for Genius Sports’ commitment to innovation and client satisfaction in the sports sector. Highlight how the company’s values align with your career goals and your passion for sports technology.

Discuss attributes such as excellent communication, patience, problem-solving capabilities, and the ability to work under pressure. Emphasize how these qualities can drive client satisfaction and enhance the overall team performance.

Talk about the importance of asking open-ended questions, gathering context around the issue, and being thorough in your investigation. Highlight tools available for documentation to track the issue and communicate effectively with the development team if necessary.

Illustrate your use of various communication tools for remote collaboration, such as video conferencing, chat applications, or project management platforms. Emphasize the importance of clarity and regular updates to ensure everyone is on the same page.

Outline the steps you would take to document typical client issues, solutions provided, and any feedback received. Discuss how you would format this information and encourage colleagues to contribute so that it remains a living document and valuable resource.

Explain your commitment to continual learning through attending workshops, pursuing relevant certifications, participating in industry forums, and engaging with thought leaders in the sports technology field to stay updated with the latest trends and best practices.