Trading Support Operator EMEA (m/f/x)
Employer · GRID esports
Help desk technician
Enquiry clerkContact centre agentWeekendFull-timeBudapest
In this role, you will join the Support Organization at GRID, a team of customer-facing Support Operators across the globe, where a professional client-first mentality is crucial to delivering customer service excellence. You will work closely with sportsbook customers and internal stakeholders to support the delivery of GRID's Odds products and trading-related services.
Tasks
- Act as the primary point of contact for sportsbook customers regarding GRID's Odds products and trading-related services
- Respond to customer queries and operational alerts, ensuring issues are acknowledged and investigated in a timely manner
- Support customers with questions related to fixture coverage, market coverage, market availability, settlement, and product behavior
- Gather and validate information to determine the nature and impact of customer-reported issues
- Escalate issues to the appropriate internal teams when necessary
- Help improve the GRID product suite based on customer feedback and defects you've identified
- Log and track operational, product, and service issues
- Continuously develop your knowledge of esports, sportsbook operations, betting markets, and GRID products to enhance service quality and decision-making
- Contribute daily to our knowledge base to share your knowledge with GRID employees, partners, and customers
Requirements
- Previous experience in customer-facing Support, Operations, or similar roles
- Strong attention to detail
- Excellent written and verbal communication skills
- Ability to learn new products, services, and operational workflows quickly
- Ability to investigate issues and gather relevant information
- Strong problem-solving skills
- Experience with collaborative tools such as Slack, G-Suite, Jira, and Teams
- Interest in esports, betting, or data-driven products
- Ability to work effectively in a fast-paced operational environment
- Available to work shifts and weekends if required
- Excellent written and spoken English, with other languages a plus