At a Glance
- Tasks: Support retail colleagues with tech issues via phone, chat, and self-service portal.
- Company: Join Entain, a leader in sports betting and gaming, committed to inclusivity.
- Benefits: Competitive salary, healthcare support, annual bonus, and development opportunities.
- Other info: Enjoy a supportive community that celebrates individuality and offers career growth.
- Why this job: Be part of an innovative team making a real impact in the gaming industry.
- Qualifications: Strong communication skills and ability to multitask in a fast-paced environment.
The predicted salary is between 30000 - 40000 £ per year.
This job is with Entain, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Sports betting, gaming and interactive entertainment is changing, and we're leading that change by putting people first. Our Service Desk aims to provide a friendly, efficient and helpful service to every retail colleague, ensuring all internal processes are followed and that every effort is made to resolve their query at the first point of contact.
As a Retail Tech Support Analyst you will be responsible for the following:
- Professionally managing 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 updating incidents logged on the Incident Management System and providing our shop colleagues with a technical solution within Service Level Agreements.
- Escalate incidents where a first time fix is not possible to relevant internal resolver group.
- 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.
Qualifications:
The below 5 skills 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 4 skills are desirable:
- Good understanding of applying the ITIL framework.
- Competent with Microsoft Office.
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 Healthcare support, a stake in our success through our ShareSave scheme, great development opportunities, wellbeing support, and so much more.
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.
Retail tech Support Analyst employer: Entain
Entain is an exceptional employer that prioritises inclusivity and employee well-being, making it a fantastic place for a Retail Tech Support Analyst to thrive. With a competitive salary, comprehensive healthcare support, and a strong focus on professional development, employees are empowered to reach their full potential while being part of a diverse and supportive community. Join us in leading the change in sports betting and gaming, where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Retail tech Support Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Entain's values and mission. This will help you connect your skills and experiences to what they care about, making you a more appealing candidate.
✨Tip Number 2
Practice your communication skills! As a Retail Tech Support Analyst, you'll need to communicate clearly and effectively. Try role-playing common scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you've triaged and resolved issues in the past. Use specific examples that highlight your ability to think on your feet and deliver great customer service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team at Entain. Don’t miss out on this opportunity!
We think you need these skills to ace Retail tech Support Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Retail Tech Support Analyst role. Highlight your relevant experience and skills that match the job description, especially your ability to build relationships and deliver excellent customer service.
Show Off Your Communication Skills:Since this role requires excellent verbal and written communication, don’t shy away from showcasing these skills in your application. Use clear and concise language, and make sure to proofread for any errors before hitting send!
Demonstrate Your Problem-Solving Abilities:In your application, give examples of how you've triaged and resolved issues in the past. This will show us that you can handle the fast-paced environment of a Service Desk and are ready to tackle challenges head-on.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team at Entain!
How to prepare for a job interview at Entain
✨Know Your Tech
Familiarise yourself with common retail tech issues and solutions. Brush up on your ITIL framework knowledge, as it’s a great way to show you understand the processes behind effective tech support.
✨Communication is Key
Practice your verbal and written communication skills. You’ll need to explain technical issues clearly to colleagues who may not be tech-savvy, so think about how you can simplify complex concepts.
✨Show Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in the past. Think about times when you’ve resolved issues quickly or gone above and beyond to help someone out.
✨Stay Organised and Prioritise
Demonstrate your ability to manage multiple tasks effectively. Be ready to discuss how you prioritise your workload, especially when dealing with several tickets at once, to ensure all deadlines are met.
