Technical Operational Specialist

About us:

Sportal365 is a revolutionary sports content management system. It is a headless API- powered tool that enables publishers, bookmakers, and rights holders to keep up with the sports world quickly and on any device. Businesses of all sizes, such as Bet365, Livescore, GSP and bwin have placed their trust in Sportal365 due to its unparalleled adaptability to meet the needs of each client. This trust is further solidified by our partnership with the largest media network in Europe, as well as our membership in the Ringier Sports Media Group.

Qualifications:


• Level 2/Level 3 experience in supporting the whole ecosystem required to run media products: CMS, API, Web portals, Mobile apps
• A deep and proficient technical and functional understanding of CMS, associated add-ons and product development roadmap
• A degree in computer science or information technology preferred
• Strong technical, analytical and problem-solving skills
• Excellent communication skills in English, both written and verbal
• Experience using help desk software and remote support tools
• Multi-tasking abilities
• Patience when handling tough cases
• Industry knowledge is beneficial

Responsibilities:

• Own and lead the end-to-end issue resolution.
• Lead day-to-day technical support operations and solve problems across multiple systems and companies.
• Troubleshooting and resolving IT and performance issues in a timely manner.
• Collaborate with product teams, define key metrics, and optimize performance.
• Develop end-to-end data & content flow maps to fully illustrate how data and content moves.
• Develop and maintain support procedures and guidelines specific to our products to streamline support processes and maintain high service quality.
• Monitor and evaluate customer feedback to identify areas for improvement.
• Address complex technical issues related to our products, ensuring timely resolution and customer satisfaction.
• Define and monitor key performance metrics to assess the effectiveness of the technical support team, including response times, resolution rates, and customer satisfaction scores.
• Develop strategies to improve performance and meet or exceed service level agreements (SLAs).
• Communicating with development teams to diagnose problems.
• Skills to prioritize the most critical issues that need to be resolved first.
• Documenting common support procedures that coworkers can follow.
• Providing support remotely when necessary.
• Willingness to travel.

Benefits:

• Work for a fast-growing product tech company backed by the largest media network in Europe
• Use cutting-edge technologies in real projects
• Additional health insurance
• Team-building events
• Competitive salary and additional benefits packages