Retail Technical Support Data Analyst

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

Key Responsibilities:

• Professionally manage telephone/self service portal/live chat contacts from our retail colleagues.   

• Triage and diagnose reported faults and either support the colleague to first level fault fix or log the task with a 3rd party to ensure a swift resolution. 

• Accurately log incidents and ensure all relevant data is captured clearly and accurately. 

• Regularly update incidents logged on the Incident Management System and provide our shop colleagues with a technical solution within Service Level Agreements. 

• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. 

• Escalate potential service issues initially with Team Manager/Service Desk Senior Manager 

• Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s 

• Respond to all emails professionally. 

• Analyse recordings of calls, evaluating service quality based on set parameters to identify ways to enhance processes.  

• Generate clear reports on call and ticket quality, and other key metrics  

• Extract information from data sets and identify correlations and patterns 

• Collaborate with the team to identify areas for improvement and suggest process enhancements.  

• Perform statistical analysis of data/tickets and prepare reports 

• Use tools and techniques to present data in easy-to-understand formats, such as diagrams and graphs  

• Communicate with managers to understand data content and business requirements 

Qualifications

Specialist skills and experience 

• The skills below are essential. 

• Proven ability to build effective relationships with colleagues and customers and within a team 

• Excellent verbal/written communication skills. 

• Ability to organise, prioritise and plan to ensure all deadlines are met. 

• Able to deliver high standards of Customer Service and recognise different customer needs. 

• Strong multi-tasking skills, as the successful applicant will have a number of tickets open at once. 

• The below skills are desirable. 

• Good understanding of applying the ITIL framework 

• Competent with Microsoft Office 

• Familiarity with Computer Applications such as Citrix, Dameware, Exchange Management, Active Directory, Microsoft Windows. 

• Previous experience of Data Analysis, report preparation. 

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.