Job Description

Deltatre is a leading end-to-end provider of premium products and services for global sport and media operators. We push boundaries every day to offer the most reliable, scalable, engaging end-to-end offerings that continually meet and exceed fan expectations and maximise client value. Underpinned by data, we're able to determine the best experiences to drive business growth. Deltatre provides strategy, planning, consultancy across all stages of our client's lifecycle.

Position:

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This role is part of the Support Team and will see the successful candidate working alongside colleagues who have also recently joined Deltatre through the acquisition of Endeavor Streaming.

Read more about the acquisition!

We are currently hiring a Support Supervisors to work within our Operations team to help support our customers with our content distribution platforms. Our platforms allow content to be activated across multiple B2B and B2C destinations in a scalable, customisable and extendable way. In 2020 we delivered over 30,000 live sporting & entertainment events across our Video and Data products-we're proven to provide the world's most


dynamic and interactive digital experiences that are shaping the future of digital streaming.

This role requires to ability to work shift patterns, including weekends and overnights - we're a 24/7/365 operation.

We keep some level of flexibility allowing working remotely from home during night shifts.

Key Responsibilities and Accountabilities

Lead & support the Level 1 team to deliver the highest level of service standards to all residents & customers. Provide fast and accurate customer service. Learn our platforms and advanced troubleshooting of our streaming architecture. Work effectively with our development and product teams to achieve results. Monitor customer contact workflows to ensure SLAs are met. Acting as escalation point for third party providers. Carry out quality control assessments of work completed by third party teams. Understanding trends and issues as they surface in real time, capturing examples for product and development. Verify customer impacting service issues, escalate appropriately inline with standard escalation protocols. Create client-based reports, as necessary. Document and retain ever-evolving workflows and resolutions. Ensure response, escalation & update SLAs. Ensuring contact quality measured through audits, ensuring that standards meet our high expectations. Measuring target number of contacts per hour.

Requirements:

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Mandatory

2+ Years management/team lead experience in a B2B or B2C contact centre environment, providing live chat & ticketing support. Strong written customer service experience. Experience of working with ticketing systems such as Zendesk In-depth knowledge of Microsoft Office 365 suite. Good analytical & problem-solving skills. Technical troubleshooting experience across desktop, mobile & TV devices Strong level of written business English. Comfortable with multi-tasking, handling multiple lines of communication across email & messaging platforms. Proven track record of coaching & development

Desirable

Digital customer contact experience, preferably within a media / sports streaming environment. Experience of management tools such as Jira & Asana. Effective at managing communications with both internal departments & external vendors Tech savviness - you're up to date on the latest trends. Sports fan, with knowledge of sports websites. Comfortable with troubleshooting devices that are not immediately available to hand. Customer service, management / team leading qualifications or certifications.

We're looking for someone who is:

driven to push the boundaries and lead change and performance communicative to leave no-one in the dark and to work with your team successfully reliable so we know that we can call on you to meet deadlines passionate about the latest technologies and standards proactive to suggest improvements, identify and fix potential issues


Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.


Even if you don't tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

Other information:

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We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.