Remote Customer Support Specialist

Summary

Join Genius Sports, one of the world's fastest growing sports technology companies, as a Support Analyst and contribute to our mission to go above and beyond for our customers. In this role, you will manage external client requests, troubleshoot API and software access issues, and collaborate with internal teams to ensure efficient customer operations.

Requirements

• Able to communicate effectively in written and spoken English and French
• 2+ years of experience in customer support, data delivery, or product operations roles
• Experience working with external clients and partners
• Experience working with APIs and/or Software Platforms
• Strong organizational and communication skills with the ability to prioritize, manage, and execute simultaneous projects
• Ability to collaborate cross-functionally with multiple teams across time zones
• Able to work according to sports schedule, including holidays, evenings, and weekends
• High level of time management skills and attention to detail

Responsibilities

• Manage the support queue for inbound customer requests and escalate to the proper teams for timely responses
• User account-related requests
• Troubleshoot API and software access issues, and gather information for escalating to engineering teams
• Help maintain internal documentation for common support-related questions
• Maintain customer distribution lists and communication playbooks for communicating outages and delivery-related communications
• Communicate with game day operations staff for any game day-related issues or outages

Benefits

• Health insurance
• Skills training