Overview

The TX Product Specialist role includes product and customer support and product management activities. The Specialist develops and manage technical relationships with our customers’ development and infrastructure teams, they onboard customers, provide integration and ongoing technical support during the customer development lifecycle. They identify opportunities and recommend improvements to increase the quality of both the product and customer support.

As sports and our customers are 24/7/365, out-of- hours work including weekend rota hours and on-call, are required as part of the role. Some business travel may be required to other TX offices.

The shift pattern for this role is typically 4pm - 12 midnight and includes weekend scheduled rota hours as part of the role. Some business travel may be required to other TXOdds offices.

Deep sports and betting domain knowledge is essential for this role.

What you'll do

Product Management and Support - Scores

The Product Specialist acts as the Product Support point of contact for agreed products - TXODDS Scores Capture product for this role. They lead on triage and change management activities, liaise with customers and internal stakeholders (such as development teams, Commercial and Operations teams) to manage and support the product including communications, documentation, support guides and dashboards. They collaborate with stakeholders to ensure that deliverables are in line with the overall TX Product strategy and support an industry leading customer service offering.

Product Support - All Products

The Product Specialist acts as a customer advocate and collaborates closely with other business areas to provide industry-leading customer support. They champion customer requirements, requests and resolution across products.

The Product Specialists onboards customers, provides integration and ongoing development support during the customer development lifecycle. They work closely with the Service Team and lead on support; including coaching colleagues as needed to ensure that customer issues are responded to, updated and resolved in a timely manner at all times.

What we expect

• Strong English language skills, both spoken and written. A strong communicator, with ability to communicate at all levels from first-line support to senior executives – both internally and customer facing.
• Deep sports and betting domain knowledge
• Experienced product support analyst in a customer-facing environment including proactive management of technical relationships with customer development and infrastructure teams, strong customer advocacy.
• 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.
• Motivated self-starter with a hunger to learn and develop, taking responsibility for self-development and up-skilling as well as supporting and educating others.
• Ability to work proactively with stakeholders to identify trends, issues and propose solutions.
• A strong team player; flexible, supportive and collaborative.
• Technical, product and support guide/documentation authoring

Nice to have

• Grafana: configuration, building dashboards
• Kibana
• Atlassian products - Jira, JSM and Confluence
• Coding: Any relevant experience

Scroll down for what we offer!

• Be a part of cutting-edge live sports data operations.
• An open and collaborative working atmosphere
• Opportunities for personal and professional development
• Group outings and team meals
• Paid time off
• Paid training
• Branded merchandise
• 401(k) with company match
• Health, dental, & vision insurance
  
• Paid parental leave
• Location: Chicago, IL (River North, steps from Brown Line)
• Employment Type: Full-Time

Our recruitment process includes an initial discussion, and a comprehensive interview exploring your customer focus, sports knowledge as well as problem-solving strategies and team collaboration abilities.