• Develop and implement effective customer service strategies and procedures • Lead, train, and motivate the customer service team to deliver outstanding service • Resolve escalated customer complaints and issues in a timely and satisfactory manner • Monitor and analyze customer feedback, identify trends, and implement improvements • Collaborate with other departments to ensure a seamless customer experience • Manage and optimize customer service tools and systems • Develop and maintain strong relationships with key clients

• Answer inbound sales calls and engage with potential customers to understand their needs and qualify leads. • Make outbound calls to potential clients to introduce our products/services and establish initial contact. • Develop and maintain relationships with prospective clients through effective follow-up calls and emails. • Work closely with the sales team to pass on qualified leads for further development. • Maintain accurate records of all calls, appointments, and follow-up activities in the CRM system. • Work closely with the sales team to pass on qualified leads for further development. • Maintain accurate records of all calls, appointments, and follow-up activities in the CRM system. • Use provided scripts to guide conversations with the aim of closing sales or booking appointments. • Efficiently schedule and dispatch technicians for HVAC installations, maintenance, and repair jobs, optimizing their routes to maximize productivity and customer satisfaction. • Manage emergency dispatching as required, adjusting schedules and resources dynamically. • Handle customer communications with professionalism and courtesy, ensuring all interactions lead to high customer satisfaction. • Maintain detailed records of customer interactions, service requests, and outcomes for quality assurance and future training. • Support management with data entry, report generation, and compliance with administrative procedures. • Liaise with other departments to support overall operational efficiency and effectiveness. • Participate in regular team meetings to stay informed of company policies, procedures, and operational changes. • Participate in regular training sessions to improve sales techniques and product knowledge. • Provide feedback to management on script effectiveness and potential improvements in sales strategies.

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support • Assist users with website access, email delivery, technical issues, and account-related concerns • Guide customers through the online portal to locate information and complete tasks • Collaborate with internal teams (engineering, QA, product management) to resolve issues • Maintain communication with customers and provide status updates on inquiries • Perform administrative tasks such as updating procedures, drafting checklists, and creating documentation • Track recurring issues and share insights to improve customer experience • Monitor customer accounts for errors, data integrity, and anomalies • Contribute to Help documentation for users • Manage and prioritize multiple support tickets and inquiries • Participate in cross-functional collaboration and additional assigned tasks • Perform other duties as assigned

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com. THE ROLE: As a Customer Support Analyst within GeniusIQ, you’ll be the link between our customers and our technology. From resolving support queries to coordinating with engineering teams and ensuring smooth game day operations, your work will directly contribute to delivering reliable, high-quality sports data experiences. WHAT YOU'LL DO: - Handle and prioritise incoming customer requests, ensuring timely resolution or appropriate escalation to the relevant teams. - Triage basic API and software access issues, collecting necessary details for our engineering teams to efficiently address. - Maintain comprehensive customer contact lists and playbooks for outage and delivery updates, ensuring clear communication with all stakeholders. - Collaborate with game day operations and System Support Engineers to promptly resolve event-day issues and maintain operational continuity. WHAT YOU'LL BRING - Strong verbal and written communication skills in English and French. - Strong knowledge of football and basketball, other sports beneficial - Previous experience in customer support, data delivery, or product operations. - Proficiency in working with software platforms and technical tools. - Excellent organisational skills with the ability to manage multiple tasks simultaneously. - Ability to work collaboratively with teams across different time zones. - Willing to work a schedule aligned with the sports calendar, including evenings, weekends, and public holidays. We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports. One team, being brave, driving change  We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius. Let us know when you apply if you need any assistance during the recruiting process due to a disability.