Client Support Operator - Level 2
SportradarCompany Description
We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.
ABOUT US:
The Client Services & Customer Care Unit is focused on providing 24/7/365 technical support for all of our customers throughout the entire customer life-cycle-process, as well as for internal matters. As first point of contact, support forms a very important business interface to our customers as well as to internal departments such as sales, development, IT and production.
The team has a wide range of products, services and processual knowledge which helps to categorise, prioritise, identify/pinpoint and address service issues in a timely and efficient manner. Being a truly global team with colleagues speaking more than 10 different languages we are able to treat every client with individual care.
Job Description
Operator, Client Support Level 2 (Region)
The Client Support Operator Level 2 provides advanced technical support, assisting customers with more complex issues beyond Level 1 troubleshooting. This role involves diagnosing technical problems, collaborating with internal teams, and ensuring timely resolution while maintaining high customer satisfaction. The position offers flexible working hours, with occasional weekend shifts, ensuring continuous support while maintaining work-life balance.
Key Responsibilities:
Provide second-level technical support via email & chat, handling escalations from Level 1.
Diagnose and troubleshoot into more advanced tickets.
Collaborate with Level 3 support, engineering, and product teams to resolve complex cases.
Maintain detailed documentation of customer interactions, troubleshooting steps, and solutions.
Contribute to the development of technical documentation and knowledge base articles.
Qualifications:
2+ years of experience in technical support, IT helpdesk, or a related role.
Strong troubleshooting skills in software, tools, and system diagnostics.
Experience with ticketing systems (e.g., Freshdesk, Salesforce, Jira).
Familiarity with SQL queries, APIs, and scripting (preferred but not required).
Excellent problem-solving and communication skills.
Ability to work independently and handle multiple priorities in a fast-paced environment.
Experience in the Betting & Gaming industry is a plus.
Additional Information
OUR RECRUITMENT PROCESS:
Initial Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations.
Technical Assessment (if applicable): A short task to showcase your technical skills.
Two technical Interviews: Meet with the Technical team and Hiring Manager to dive into your solution and your expertise, as also discuss team fit.
Final Steps: Receive feedback and, if successful, an offer!
At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!