Technical Customer Support Operator (Part Time)

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies?

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. 

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role

As a Part Time Technical Customer Support Operator, you will be part of a helpdesk operation for one of the top major professional sports leagues in the United States. This Secaucus, New Jersey based role will be responsible for providing technical support and training to remote system users. You will have technical know-how, 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. * Please note this role requires onsite presence in our Secaucus, NJ office.

Main Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries via phone, email, or chat
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Help drive hardware/software operational set up at installation sites
• Assist system users remotely or a small number of cases on-site for events as directed
• Ensure all issues are logged, tracked, and resolved using the applicable service desk application
• Adhere to help desk 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 and other product support material
• Assist in an annual user training program ensuring all system users meet the minimum competency requirements
• Assist with checklists, hardware maintenance schedules and other processes to enable the help desk operation as applicable
• Other tasks as directed by line manager

Required Skills

• Good understanding of IT Networks
• 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 including holidays
• 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
• Fundamental knowledge of basketball rules and regulations

Desirable Skills

• Previous helpdesk or technical support experience
• Working knowledge of basketball rules (further training can be provided)
• Experience providing user training sessions on various software applications
• Willing to travel nationally and internationally to support event operations

Required Experience

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

What’s in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the 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. 

The hourly pay for this role is between $20/hour - $22/hour.  

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses. 

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, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.