Inbound Mortgage Customer Service Specialist
Allied Solutions
Middle L2 Customer Support Specialist
GR8 Tech
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
GrafanaSQL
About the role
- Resolving moderately complex technical incidents related to sports feeds and bet settlement
- Performing root cause analysis and prepare incident reports
- Collaborating with traders, client teams, and feed providers
- Maintaining and regularly updating internal documentation and technical guidelines
- Actively monitoring SLA compliance by reviewing queues for aging or inactive tickets
- Escalating stalled incidents to the appropriate support tier (L1 or L3) and flag urgency in GPI
- Ensuring synchronized status updates between internal systems (PSUPINC, GPI)
- Handling client escalations by updating status flags, escalating to L3, and notifying team leads
- Coordinating communication flow between L1 and L3 teams for escalated issues
Requirements
- In-depth understanding of sports market structures, bet types, and settlement processes
- Solid proficiency with Jira, Kibana, Grafana, SQL, and basic XML/JSON
- Upper-Intermediate or higher English proficiency
- Experience in investigating incidents and liaising with external partners
- Strong analytical thinking and proactive problem-solving
- Ability to make time-sensitive decisions under pressure
- Strong collaboration and cross-functional communication skills
- Flexibility and adaptability in a dynamic support environment
