Product Services Lead

3 weeks ago


Melbourne, Australia Sportradar AG Full time

Sportradar is changing the future of technology in sports. We are a global sports company trailblazing a path with innovative technologies to solve our customer’s needs.

A leading solutions provider for the capture and distribution of live data and vision within cricket. Our products and services span fan experiences on the global stage to participant experiences in the local park and are utilised by the ICC, ECB, Cricket Australia, and other leading international cricket boards and major leagues all over the world.

A permanent full-time Product Services lead position, located in Melbourne, Australia is immediately available. The role will be responsible for the day-to-day customer support of our competition management and community scoring products, whilst also supporting our wider product service operations across our suite of digital cricket products and global customers.

**Responsibilities**:

- Provide first and second level support for end users of our competition and scoring solutions.
- Assume ownership of all support requests allocated by the Product Services manager.
- Take appropriate steps to bring any open support tickets to resolution in a timely manner.
- Follow all policies and procedures in managing support requests including incident and escalation procedures and defect management processes.
- Maintain a high standard of customer helpdesk support and operations.
- Attend client meetings as requested to provide updates on technical support activities.
- Ensure customers are educated on the most optimal method of product use.
- As requested, provide product SME assistance to the Client Success and Sales operation to effectively generate and service sales leads.

Your Profile
- You are highly customer centric and always willing to go the extra mile to assist customers.
- You have proven experience working in a customer support or IT Helpdesk role.
- You embrace technology and platforms. Able to understand and articulate technical concepts & solutions at a functional level.
- You will have a keen eye for detail and be able to work through highly complex processes to deliver clear and concise briefings to other members of the team
- Excellent written communication skills, with an honest and personable character.
- You have a keen interest and demonstrated experience within community level sport.



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