Associate Analyst - Global Support

Associate Analyst - Global Support

Reporting to the Team Lead, the Associate Analyst - Global Support will play a vital role in ensuring our customers receive exceptional service and assistance. You will be responsible for handling customer inquiries, resolving issues, and ensuring a positive customer experience at every interaction. Key responsibilities include ensuring customer satisfaction by addressing inquiries, resolving issues, and providing helpful information about products or services to our customers. You will interact directly with customers including but not limited to assisting with phone calls, emails and chats, handling a variety of requests. Key responsibilities include troubleshooting issues, documenting interactions with relevant systems, escalating complex cases as needed, monitoring systems, and maintaining adherence to company policies and procedures. Associates must possess strong communication skills, problem-solving abilities, and a customer-focused mindset to deliver excellent service and contribute to a positive customer experience. As this is a 24/7 team, you will be required to work on a flexible schedule which may include working night or overnight shifts.

What You'll Do:

• Engaging with customers via various communication channels including but not limited to phone calls, emails and chats to address inquiries, provide information, and resolve issues promptly and effectively;
• Diagnose and resolve customer problems and complaints effectively and efficiently;
• Troubleshooting technical or service-related problems reported by customers, identifying root causes, and implementing solutions or escalating to senior support staff when necessary;
• Assist Support Analysts in resolving complex or sensitive customer inquiries, demonstrating empathy and professionalism in addressing customer needs;
• Following up with customers to ensure their issues are fully resolved and they are satisfied with the outcome;
• Following established company policies, procedures, and guidelines when handling customer inquiries and issues to ensure consistency, compliance, and quality service delivery;
• Applying critical thinking and problem-solving skills to analyze customer issues, evaluate options, and make decisions that lead to satisfactory resolutions for customers;
• Proactively monitor and troubleshoot alerting and monitoring tools to identify and resolve issues preemptively, minimizing customer inquiries;
• Collaborating effectively with team members, supervisors, and other departments to escalate issues, share knowledge, and contribute to a positive and cohesive work environment that enhances overall customer support efficiency
• Participate in regular meetings and training sessions to enhance skills and stay updated on industry trends and best practices;
• Developing a comprehensive understanding of the company's products or services to effectively assist customers with inquiries, troubleshooting, and providing accurate information;
• Embrace flexible working hours, ensuring the level of service remains consistent across all shifts;
• Improve the standard of professionalism across the team and encourage your team members to develop a solutions based mindset and;
• You are required to comply with the Information Security Policy and the obligations as set out within the policy.

What We're Looking For:

• 1+ years' in a similar support role;
• Strong knowledge of core systems and global tote operations; and
• Experience in the wagering industry is preferable.

Sounds like you? Don't miss this opportunity, apply now!

If you're self-motivated, innovative and thrive working in a fast-paced environment where no two days are the same, this could be the role for you! Apply now by submitting your resume.