Senior Executive - Support

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About summary

Ellipse are industry leaders in aggregating and manipulating sports data to create products and services that enrich the experience of sports fans and teams around the world. We currently operate in cricket, tennis, rugby, football and horse racing with ambitious plans and financial backing to apply our philosophy and expertise to expand into other sports. Our team of highly skilled developers, engineers, data scientists and editorial analysts work with and create products used by international boards, global broadcasters, media groups and some of the most recognisable sporting teams in the world. Ellipse is now in a position where its data products and analysis is used in sports competitions around the world, and an Ellipse client may be using our data at any minute of every day throughout the year.

Job description

We are seeking a highly skilled IT Support Specialist with 2-3 years of experience in managing client tickets efficiently using support platforms. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for providing exceptional customer service. Having a past experience of support in the sports domain is a big plus.

Responsibilities

  • Provide timely and effective technical support to clients via ticketing systems such as Jira
    and Freshdesk.
  • Prioritise and manage incoming support tickets based on urgency and impact on business
    operations.
  • Collaborate with internal teams of Ops and Tech to resolve complex issues within the
    specified SLAs.
  • Document and maintain accurate records of support tickets, resolutions, and client
    interactions.
  • Proactively identify recurring issues and recommend solutions to prevent future occurrences.
  • Assist in the development and implementation of FAQs, procedures, and best practices.
  • Stay updated on emerging technologies and industry trends to enhance client experience and
    service delivery.

Requirements

  • Bachelor’s degree in any field.
  • Fluent in English
  • Proven experience of 2-3 years in providing IT support to clients in a professional environment.
  • Ability to quickly learn processes and system vocabulary in order to solve or triage and escalate issues
  • Proficiency in using ticketing systems such as Jira and Freshdesk for managing support tickets.
  • Strong understanding of the sports ecosystem.
  • Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
  • Ability to work effectively in a fast-paced environment and prioritize tasks according to business needs.
  • Open to work in shifts and over the weekends.
  • Working from our Mumbai office is mandatory.

Equality & diversity

Ellipse is committed to building an open and inclusive culture that supports personal development and learning. Ellipse believes in the principle of equal opportunity in employment and its employment policies for recruitment, training, development and promotion despite any differences based on individual grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Benefits

  • Competitive salary based on experience and performance.

About Ellipse

Ellipse Data is a leading sports data and analytics company comprising CricViz (cricket), TennisViz (tennis), FootballViz (football), Oval Insights (rugby), Stuart Farmer Media Services (rugby), and horse racing. Working with the world’s biggest broadcasters, professional teams and rights holders, we ensure every moment matters with data-driven products and services.

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Senior Executive – Support
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