Client Support, Level 2

As a Client Support, Level 2 at Sportradar, your main responsibilities will include providing top-notch B2B customer support by resolving client queries through chat, ticket systems, and email, advocating for the customer experience while working closely with various stakeholders. You'll also play a vital role in identifying and escalating technical issues and managing specific support projects. Your ability to analyze problems effectively will be critical in ensuring customer satisfaction.

To become a Client Support, Level 2 at Sportradar, a technical background is essential, along with experience in working with technologies like XML, HTML, or JSON. Familiarity with programming languages such as Java or .NET is a significant advantage. Previous experience in a similar customer support role is highly desirable, along with a strong command of written and spoken English to communicate effectively with B2B clients.

Sportradar fosters a culture of collaboration, support, and inclusivity, making it a fantastic environment for Client Support, Level 2 professionals. You will be part of an international team that values input and innovation, with flat hierarchies that promote communication. You'll also engage in team activities and collaboration opportunities, ensuring you feel connected and valued in your role.

At Sportradar, we take career development seriously. As a Client Support, Level 2, you will have access to education and training opportunities to enhance your skills and knowledge in the sports technology sector. Our leadership encourages growth and personal development, providing you with the tools and resources necessary to advance your career within the company.

Sportradar offers a fantastic benefits package for Client Support, Level 2 employees, including a performance bonus program, equity stock purchase options, comprehensive health benefits, and contributions to a 401k plan. The company is committed to recognizing and rewarding employee efforts, ensuring that you feel valued for your contributions.

When answering this question, outline your relevant experience that highlights your communication skills, problem-solving abilities, and familiarity with customer support tools. Discuss specific scenarios where you successfully resolved issues or improved customer satisfaction.

A great answer would focus on your approach to managing your time effectively. Discuss using a priority matrix to assess urgency and importance, addressing high-impact issues first, and ensuring that all clients receive timely responses.

Explain your strategy for de-escalating situations calmly and respectfully. Emphasize the importance of listening actively to the customer's concerns, showing empathy, and working collaboratively to find a satisfactory solution.

Share a specific example that demonstrates your technical knowledge and problem-solving skills. Walk the interviewer through the steps you took to identify the issue, resolve it, and communicate the solution to the customer.

Discuss your proactive approach to gathering customer feedback and how you’d incorporate that into daily operations. Highlight how collaboration with other teams can enhance the overall customer experience.

Craft your response to reflect your interest in the sports technology industry and how Sportradar’s commitment to customer success aligns with your own professional values. Share any connection you feel towards the company culture and the opportunity for growth.

Talk about your communication strategies, including setting regular updates, using collaborative tools to maintain transparency, and fostering strong relationships with both clients and internal teams to ensure information flows effectively.

List any specific tools you’ve used like ticketing systems, chat applications, or CRM software. Explain how your familiarity with these tools will allow you to efficiently manage customer queries and enhance the response time.

Express your commitment to lifelong learning and staying up to date with industry trends. Discuss how you utilize online courses, attend webinars, or participate in team training sessions to continuously upgrade your skills.