Game Support Analyst

Game Support Analyst (Job Number: POR0265)

**Description**

**Department**: Customer Support

**Job Title**: Game Support Analyst

**Reports To (title)**: Game Support Team Lead

**Career Level**: CL3

**Location**: Aveiro

**Line Management Responsibility**: No

**JOB PURPOSE**

The Game Support Analyst role sits within our Live Support & Monitoring function and acts as First Level Support for customers and for supervisors. The Game Support Analyst deals with customer queries both over the internal ticketing system and over live chat function, the latter in particular for in-running queries and all match day related requests. Cases may be forwarded to the Second Level Support in case such a customer query cannot be answered straight away. The Game Support Analyst is also responsible for monitoring the performance data supervisors and analysts to provide immediate assistance in case of an incident to provide reliable and accurate data and analysis of the situation.

**WHAT’S YOUR NEW ROLE ABOUT?**
- First Level Support for Customers
- First Level monitoring for Performance Data Supervisors
- Handling of match day related requests (late fixture updates, cancellations, etc.)
- Communication with live performance data analysts
- Handling Performance data collection requests no matter if match day related or not
- Coordination of all in-running processes during a performance data shift
- Creation and Escalation of Internal Incident Reports
- Escalation of tickets to the relevant Second Level Support, including technical incidents
- Monitoring the data via algorithms and queries throughout the live game support sessions and after games have been played
- Post matching and post-post matching games independently of the data collection teams

**DO YOU HAVE THESE ESSENTIALS?**
- Must have an in-depth understanding and at least 2 years of experience in collecting or managing performance data, for analysts to a minimum gold standard is preferable.
- Must be an experienced post-match analyst with at least 1 year of experience
- Must have an in-depth understanding of the performance data definitions, so much so that you will be responsible for guidance on difficult judgment calls.
- Excellent command of English in both written and verbal form, since efficient communication with customers and all other business units is fundamental to the company
- Able to work night and weekend shifts to cover hours when relevant matches will be taking place
- Ability to evaluate large volumes of in-running games by sticking to a defined standardised operational procedure
- Analytical skills
- In-depth football knowledge especially of Big 5 European leagues and other major tournaments
- Comfortable with the use of MS office
- Ability to work Independently
- Ability to work in a global team
- Ability to work under pressure
- Ability to reach goals and stick to deadlines

**HERE’S A LITTLE MORE ABOUT US**

**Stats Perform** collects the richest **sports data** in the world and transforms it through revolutionary **artificial intelligence** (AI) to unlock the most in-depth insights for **media and technology**, betting and team performance. With company roots dating back almost 40 years, **Stats Perform** embraces and solves the **dynamic nature of sport** - be that for **digital and broadcast media** with differentiated storytelling, tech companies with reliable and fast data to **power their own innovations**, **sportsbooks** with in-play betting and **integrity services**, or teams with first-of-its-kind **AI analysis** software. As the **leading sports data** and **AI company**, **Stats Perform** works with most of the **top global sports** broadcast companies, tech companies, sportsbooks, teams and leagues.