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Product Services Agent

4 months ago

Melbourne, Victoria, Australia Genius Sports Full time

Love sports and love digital games? Then you will love working on the fan engagement team
We specialize 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, including the NFL, MLB, NewsUK, AFL and FIFA, just to name a few

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).

What do we offer?

  • Exposure to all aspects of the business, allowing you to learn and develop valuable skills
  • The opportunity for you to complete various tasks across the group to provide you with experience in various areas of interest (when you're not performing your primary support duties of course)
  • Potential to build relationships & experience to gain long term opportunities within Genius

The Team


You will be reporting through the Customer Support Lead Product Integrity Team 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.


Who You Are

  • A student or someone looking to get involved in sports tech with part time work
  • Lover of sports and the use of digital platforms
- authentic, enthusiastic and proactive in nature

  • Able to prioritise tasks effectively & and work within a team
  • Ready to wear multiple hats when necessary to ensure you can support where most needed
  • Able to work with remote teams and coworkers and adapt to various styles of communication
  • Empathetic and conscious of tone of voice while providing users with articulate and helpful responses
  • Happy to work unusual hours given the nature of the sports industry that we serve

Requirements:

  • Willingness to work a fluctuating schedule with some hours outside of common business hours that can shift throughout the year
  • Ability to work at least one weekday shift AND one weekend shift each week
  • Ability to do additional shifts during busy periods e.g. EPL season start in the UK, NFL season start in the US, AFL/NRL season start in Australia.