What are the responsibilities and job description for the Customer Support Agent position at TXODDS?
We have spent 20 years creating a market leading global delivery platform for low latency streamed odds data. TXODDS specialises in the aggregation of sports betting data and distribution of FAST, ACCURATE ODDS via betting odds API feeds and providing historical data to the global sports betting industry.
We work behind-the-scenes across the sports gaming industry, ensuring clients have access to real time, accurate and relevant data – no matter which sport or fixture. We also maintain the world’s most comprehensive betting odds data archive, for full end-to-end Analytics and Business Intelligence retrieval. Our products give access to the most reliable, low latency and actionable sports betting data available.
Even if you do not recognise our name, if you have ever placed a bet online, it is likely that the site is actively utilising our data.
Overview
The Support Agent works as part of the Client Services Team, reporting to the CS Team Lead and responsible for first line monitoring of alerts (products and books), customer queries and issues via all customer channels; resolving and responding or escalating appropriately. They help to manage technical relationships with our customers and ensure TX delivers an industry leading customer experience.
The shift pattern for this role is typically 4pm - 12 midnight and includes weekend scheduled rota hours as part of the role.
Some business travel may be required to TX offices.
What you'll do
Client Support (L1) :
- Work closely with the Service Team Night Lead, providing prompt and effective Level 1 customer support as part of the Service Desk function – including responding to tickets, alert monitoring, escalation, incident management, dashboards in line with TX policy and SLAs.
- Thoroughly investigate customer queries, taking all required steps to resolve before escalating. Support and liaise with colleagues as needed to ensure that customer issues are responded to, updated, resolved in a timely manner at all times.
- Monitor and investigate product and book alerts, escalating as necessary and following TX policy.
- Identify areas for improvement in the way we do things and propose solutions, communicate blockers or problems to the Team Lead.
- Follow TX policy and guidelines at all times, working closely with Team Lead or designated deputy.
- Ensure that customers are always at the heart of what we do. Be willing to go the extra mile to help resolve customer issues.
Opportunity for progression to L2.
What we expect
Nice to have
Scroll down for what we offer!
Our recruitment process includes an initial discussion, and a comprehensive interview exploring your customer focus, sports knowledge as well as problem-solving strategies and team collaboration abilities.
