SA Operations Associate at Sporty Group

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SA Operations Associate Sporty Group. Who We Are.  . Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents..  . The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution..  . We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.. About the team:. Our talented Customer Success Team is responsible for all initial touch interaction with our Customers, educating them on our Sporty products and most importantly making sure their Customer journey with us is most rewarding..  . We have fostered a healthy, positive and collaborative remote environment for our CS Team and are looking for bright individuals to join them for a rewarding career. We are passionate about caring for our Customers, encouraging excellent communication skills and resolving issues with logical reasoning. We ensure we are up to date with our latest product developments in the Sporty ecosystem so we are able to offer the best experience.. Primary Responsibilities:. • Being part of the South African Ops Support team in an 24/7/365 environment supporting customers in South Africa.. • Attention to detail with strong organisational skills and the ability to work independently.. • Daily Stand-up with Ops Team and weekly meetings with Product/Technical Team/Business Developmental Teams.. • Running daily health checks on system software and reporting any issues to the appropriate teams.. • Manage 2nd-line escalated customer support tickets through the lifecycle of a ticket.. • Review and improve processes, user tools and SOPs.. • Supervise, evaluate and assist in staff rostering, training, mentoring and coaching.. • On-boarding and training of new team members.. • Compose and Communicate new procedures and directives with the team members.. • Maintain and update Int-Ops Knowledge Base.. • Manage and assist with Content management to ensure site content up-to-date and relevant.. • Systems monitoring and alerting for PSPs.. • Collaborate and work closely with other teams including marketing, games, product and/or technical teams for updates on new products and roadmap items and team member requests.. • Weekly reporting to SA Ops Team Lead.. • Provide info and data for Weekly/Monthly Ops report.. • Analytical problem-solving to resolve issues or provide workarounds.. • Ability to multi-task across multiple channels, customers and teams.. Secondary Responsibilities:. • Liaise with International CS team Lead and periodically measure performance of CS agent activity and feedback from customers.. • Performs all other duties as assigned by management.. • Weekly Update with Int Ops QA team to review team performance and issues.. Role Requirements:. • Minimum of 5 years of 2nd line customer-support experience.. • Excellent verbal and writing skills.. • Online gaming experience with a focus on sports betting (compulsory).. • Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk.. • Ability to understand, interpret, and communicate complex issues both verbally and in writing.. • Troubleshoot system problems, diagnose and solve incidents/problems.. • Empathetic and high emotional IQ.. • Contribute to policies, processes and procedures.. • Prioritising and managing several open cases and mini projects at one time.. • Trend Analysis.. • Ensure appropriate standards and procedures are adhered to.. • Work with a variety of business and technical teams to enhance and improve service delivery.. • Systems monitoring.. • Fast-learner with an ability to think on their feet, and adapt to fast-paced, high pressure environment with demanding clients and time-critical situations.. Benefits:. • Quarterly performance bonuses. • Flexible working hours. • Top-of-the-line equipment. • Referral bonuses. • 28 days paid annual leave. • Highly talented, dependable co-workers in a global, multicultural organisation. • Our teams are small enough for you to be impactful. • Our business is globally established and successful, offering stability and security to our Team Members. Our Mission. Our mission is to be an everyday entertainment platform for everyone. Our Operating Principles. 1. Create Value for Users. 2. Act in the Long-Term Interests of Sporty . 3. Focus on Product Improvements & Innovation . 4. Be Responsible . 5. Preserve Integrity & Honesty . 6. Respect Confidentiality & Privacy . 7. Ensure Stability, Security & Scalability . 8. Work Hard with Passion & Pride. Working at Sporty. The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your . way.Generally.  employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. . As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. . We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.