CAREERS

Application Support Analyst

Full-time
London or Belgrade Office

Please apply with your CV to jobs@txodds.com

Summary of the role

TXODDS is looking for an experienced Application Support Analyst to join its growing team.

TXODDS specialises in the aggregation and distribution of fast, accurate odds to the global sports betting industry. We provide a range of industry leading APIs, real-time data feeds and advanced Big Data analytics to customers.

This is a great opportunity for an experienced Application Support Analyst who wants to work and excel in a market-leading customer support team. This role forms part of the Client Services team, who are central to ensuring a first-class experience for our customers throughout their TXODDS journey.

Excellent customer service, strong communication skills along with technical expertise are required for this role.

Responsibilities

  • Proactively develop and manage technical relationships with our customers development and infrastructure teams.

  • Onboard customers, provide integration and ongoing development support during the customer development lifecycle.

  • Provide prompt and effective 2nd line support to the Helpdesk; support and train these colleagues and ensure that customer issues are responded to, updated and resolved in a timely manner at all times.

  • Provide internal product support to development and commercial teams as required.

  • Identify areas of improvement for the Client Services function, that meet and exceed customer expectations, including technical documentation, user guides, quick-start guides, knowledgebase articles and self-help portals.

  • Ensure that customers are always at the heart of what we do. Be willing to go the extra mile to help resolve customer issues.

  • Become a product specialist/evangelist and collaborate with other business areas to produce best in class technical support

  • As sports and our customers are 24/7/365, out-of- hours work, including on-call rota hours are included as part of the role. Some international travel required to satellite offices.

Key Attributes

The attributes we are looking for include:

  • Proactively develop and manage technical relationships with customer development and infrastructure teams.

  • Detail oriented, great at trouble shooting and problem solving with an analytical, structured and methodical approach

  • Excellent time management skills in an often-hectic working environment with conflicting priorities. Able to balance customer and business needs.

  • A strong communicator, with ability to communicate at all levels from 1st line support to senior executives – both internally and customer facing.

  • Motivated self-starter with a hunger to learn and develop, taking responsibility for self-development and upskilling as well as supporting and educating others.

  • Ability to work proactively with stakeholders to identify trends, issues and propose solutions.

  • Be a strong team player; flexible, supportive and collaborative.

Essential Skills and Qualifications

Must have

  • Track record of success in a customer-facing application support role(s), preferably in a sports betting context – or can demonstrate a solid understanding of sports betting. Minimum 3 years experience.

  • Experienced at communicating effectively with a variety of audiences. 

  • Confluence/ JIRA – experience with raising IT tickets

  • Experience supporting JSON/XML APIs

  • Experience of using Visual Studio and/or running java clients via command prompt. Ability to use Linux commands.  

  • Able to understand and articulate requirements and balance customer and business requirements.

  • Understand change control and release procedures to coordinate both internally and with customers

  • Microsoft Office – Word and Excel

Nice to have

Experience with:

  • Grafana: configuration, building dashboards

  • Kibana: building dashboards

  • Technical documentation authoring

  • Centos: command line experience

  • Coding: any

  • Javascript/HTML

  • Eventsource

What’s in it for you?

You will be joining a highly motivated, focused team and successful expanding business with ample opportunity to grow.

As well as a competitive salary, our benefits package includes generous annual leave, a contributory pension scheme, and private health care for you and your dependants.

Please apply with your CV to jobs@txodds.com