Genius IQ Customer Support Analyst
The Genius IQ Customer Support Analyst will serve as a core member of the team, handling day-to-day support operations and managing inbound client requests. The role involves collaborating across multiple departments to ensure smooth and high-quality customer operations.
This position requires managing the support queue, resolving or escalating issues, troubleshooting basic API inquiries, and addressing software access challenges. The analyst will also gather key information to share with engineering teams and maintain customer distribution lists and playbooks for outage and delivery updates. They will also coordinate with game-day operational teams and System Support Engineers to address any game-day related inquiries or outages.
This position is ideal for a proactive multi-tasker and critical thinker who thrives on collaboration and problem-solving.
- Manage the support queue, resolving or escalating issues as needed.
- Troubleshoot basic API inquiries and software access challenges.
- Gather key information to share with engineering teams.
- Maintain customer distribution lists and playbooks for outage and delivery updates.
- Coordinate with game-day operational teams and System Support Engineers to address any game-day related inquiries or outages.
- Strong communication skills: able to communicate effectively in both verbal and written English. (required)
- Customer support expertise: previous experience in customer support, data delivery, or product operations roles. (required)
- Technical awareness: experience working with software platforms and troubleshooting technical issues. (required)
- Organizational skills: ability to prioritize, manage, and execute on simultaneous projects with strong attention to detail. (required)
- Cross-functional collaboration: comfortable working with multiple teams across time zones. (required)
- Flexibility: willingness to work according to sports schedules, including evenings, weekends, and holiday periods. (required)
- Time management: excellent ability to manage workload and deliver under pressure. (required)
- Experience in the sports industry. (nice-to-have)
- Familiarity with support management software (e.g., Zendesk). (nice-to-have)
- Additional languages (French or others) are a plus. (nice-to-have)
- Competitive salary.
- Range of benefits.
- Support for employee wellbeing.
- Opportunities for skills and career development.
Genius Sports is a sports data and technology company that supplies official data, streaming, integrity and advertising services to sports leagues, sportsbooks and media companies. Founded in 2001 and headquartered in London, with a major office in New York and others worldwide, it is the official data partner of organisations including the NFL, English Premier League and FIBA. The company provides the technology that connects sports, betting and media businesses. Genius Sports is listed on the New York Stock Exchange.