Technical Customer Support Analyst

A Bit About Us

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media. 

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan. 

We are the trusted partner to over 500 sports organizations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA. 

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organizations, we are driven to the deliver the difference for our partners. 

The Role 

As a Technical Customer Support Analyst, you will be part of a helpdesk operation for a system with one of the top major professional sports leagues in the United States. This Secaucus, New Jersey based role will be responsible for providing support and training to system users. You will have a customer service mentality and enjoy operating in a fast-paced environment.

This is an excellent opportunity for someone with a passion for sports looking to progress their career in IT.

Main responsibilities 

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via phone and email
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other hardware systems and software
• Help drive hardware/software operational set up at installation sites
• Assist system users remotely or on-site for events as directed
• Ensure all issues are logged, tracked and resolved using Zendesk
• Adhere to helpdesk metrics ensuring that SLA’s are met
• Escalate issues as appropriate and work with the development team to address issues within the relevant SLA’s
• Assist in the creation of training material, help guides, installation guides, knowledge base articles, and other product support material
• Assist in an annual user training programs, ensuring all system users meet the minimum competency requirements
• Assist with checklists, hardware maintenance schedules and other processes to enable the helpdesk operation as applicable
• Other tasks as directed by line manager

Required Skills 

• Good understanding of IT Networks is a must
• Advanced hardware/software troubleshooting and multi-tasking skills
• Strong client-facing and communication skills (both written and verbal)
• An energetic, supportive and collaborative team player
• Able to work in shifts, with availability to work during evenings and weekends
• Basic System monitoring experience
• Experience using a ticket logging system
• Working knowledge of Office 365
• High level of time management skills, organizing capabilities
• Good analytical and problem solving skills
• Comfortable with meeting the challenges of tight deadlines and prioritizing workload
• High comfort level working in a diverse environment

Desirable Skills

• Previous client facing technical helpdesk experience
• Working knowledge of basic basketball rules
• Experience providing user training sessions on various software applications
• Willing to travel nationally and internationally to support event operations (10%)

Required Experience

• A high school diploma with technical training
• 2 years of prior helpdesk experience

Desired Experience

• BS degree in Information Technology, Computer Science or equivalent

We Offer 

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.  

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)