Customer Support Analyst

In this role you will be providing real-time responses to our customers, escalating, and diagnosing issues reported internally and externally, whilst providing operational and technical assistance to clients and suppliers. You will understand customer needs and the impact incidences have on the business.

This role is being offered on a hybrid working model, you’ll be working in shifts of 8-hours over a 24/7 period – including some overnight and weekend shifts.

What you’ll be doing:
Providing clear and professional responses to incidents and requests from internal and external clients.
Logging issues within the internal customers service database.
Monitoring of live Racing and Sport systems, escalating through appropriate internal channels.
Aiding in diagnosing the cause of incidents.
Following defined processes and procedures whilst managing customer expectations and responses.
Providing clear and correct communication and notifications.
Contributing to customer support knowledge base and provide knowledge transfer to colleagues.
Support the business in assisting with external communication around customer migrations or the roll-out of new systems, products, or services.
Actively keeping awareness of all content suppliers to PA Racing, their role and impact on PA services.

Who you are:
Organised.
Polite and professional.
Analytical mind-set.

What we need from you:
Great written and verbal communication skills.
The ability to self-manage workload.
Comfortable working to deadlines.
Adaptability to changing environments, work priorities, and organisational needs.
Good attention to detail, accuracy, and completeness.
The ability to deal with diverse client requirements.

Inclusion
We’re working hard to ensure we provide an inclusive environment and as well as your skills and experience we’re also focused on who you are and what else you can bring. We recognise the importance of a healthy work life balance and positively encourage agile working. We are always open to discuss an individual’s flexible working needs so please speak to us during the recruitment process to understand what this could look like for you. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?
We will be considering candidates as they apply, so please do not delay in submitting your application as we may decide to close the advert early.