Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at9o4

A bit about us

Do you want to join one of the world's fastest growing sports technology companies?

About the role

You will be part of a technical team helping support end users, data partners, and First Line Support team members with inquiries of various levels of difficulty for systems used by some of the most prominent sports leagues in the United States. Provide advanced technical assistance and training for software, hardware, API data feed usage. Critical thinking, advanced troubleshooting skills, and a superior customer service approach will be crucial to the team's success.

Main responsibilities
- Provide support to internal or external end users and data partners for inquires where the product is highly technical or sophisticated in nature
- Review data feed integration inquires using all internal tools available and working closely with all relevant teams until a resolution is reached
- Respond to questions and issues where First Line product support has not isolated a fix for users or data partners




- Provide technical training to First Line team to improve software or hardware troubleshooting techniques
- Ensure all inquiries are logged in the applicable ticket system and properly summarized with issue and resolution steps
- Adhere to technical metrics and relevant SLA's
- Escalate issues as appropriate and work with the development team to address issues within the relevant SLA's
- Create, implement, and maintain process and knowledge management documents across relevant systems
- Work with data partners to guide and ensure optimal connectivity to our data feeds
- Collaborate with all internal stakeholders on new feature requests or bug fixes including identifying requirements and pre/post deployment testing
- Provide on site assistance for special events as required or needed
- Adhere to technical metrics ensuring that SLA's are met

Required skills
- Previous first or second line helpdesk experience troubleshooting software, hardware, network, or AP

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at9o4

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