Support Administrator

Overview Stats Perform is the market leader in sports tech We provide the most trusted sports data to some of the world s biggest organizations across sports media and broadcasting Through the latest AI technologies and machine learning we combine decades worth of data with the latest in-game happenings We then offer coaches teams professional bodies and media channels around the world access to the very best data content and insights In turn improving how sports fans interact with their favorite sports teams and competitions How do they use it Media outlets add a little magic to their coverage with our stats and graphics packages Sportsbooks can offer better predictions and more accurate odds The world s top coaches are known to use our data to make critical team decisions Sports commentators can engage with fans on a deeper level using our stories and insights Anywhere you find sport Stats Perform is there However data and tech are only half of the package We need great people to fuel the engine We succeeded thanks to a team of amazing people They spend their days collecting analyzing and interpreting data from a wide range of live sporting events If you combine this real-time data with our 40-year-old archives elite journalists camera operators copywriters the latest in AI wizardry and a host of behind the scenes support staff you ve got all the ingredients to make it a magical experience Responsibilities Working on incident and request management and form an active interface between clients and resolver groups - Record and classify received Incidents using ticketing tools and undertake an immediate effort in order to restore the service - Direct interaction with the clients through email and Teams communication channels to resolve product and platform issues and ensure zero breaches of SLA - Keep users informed about their Incidents status at agreed intervals and provide first-line investigation and diagnosis of all Incidents and Service Requests - Be a quick problem solver utilising the process knowledge and the ability to think on one s feet in times of priority - Be a team player when situation demands and the compatibility to be both introvert and extrovert - Ability to work under pressure with clients and internal stakeholders in the live production environment - Good communication skills and ability to think quick in a fast-paced corporate world where time is of the essence - Verify resolution with users and resolve Incidents in tools such Service Now to log Incident Reports - Effective in managing high severity incidents or escalations to ensure service availability with minimal delay and impact towards ensuring smooth operations - Basic good understanding of Sports ie Football Basketball is a plus - Will require a basic understanding of the below languages and tools Desired Qualifications Technologies XML JSON Tools ServiceNow JIRA Monitoring Tools Kibana Why work at Stats Perform We love sports but we love diverse thinking more We know that diversity brings creativity so we invite people from all backgrounds to join us At Stats Perform you can make a difference by using your skills and experience every day you ll feel valued and respected for your contribution We take care of our colleagues We like happy and healthy colleagues You will benefit from things like Mental Health Days Off No Meeting Fridays and flexible working schedules We pull together to build a better workplace and world for all We encourage employees to take part in charitable activities utilize their 2 days of Volunteering Time Off support our environmental efforts and be actively involved in Employee Resource Groups Diversity Equity and Inclusion at Stats Perform By joining Stats Perform you ll be part of a team that celebrates diversity A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome All employees are collectively responsible for developing and maintaining an inclusive environment That is why our Diversity Equity and Inclusion goals underpin our core values With increased diversity comes increased innovation and creativity Ensuring we re best placed to serve our clients and communities Stats Perform is committed to seeking diversity equity and inclusion in all we do