Customer Support Specialist

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

SportsEngine is currently seeking a bright, motivated professional to join our fast-paced, high growth and passionate team as a Technical Support Specialist. The Technical Support Specialist will be a key member of the wider Customer Success Team. Our high performing team members are passionate about delivering excellence in customer service and are responsible for the support and success of our customers across the Motion platform. 

In delivering the key responsibilities of the role, the Technical Support Specialist will: 

• Develop a strong understanding and in-depth knowledge of our tools and platforms to best assist end users. 
• Respond to inbound customer inquiries, issues and requests via email, phone, and online chat. 
• Work closely with customers to identify potential revenue growth opportunities for the Sales team. 
• Being the key point of contact for clients to escalate issues during the implementation and onboarding process and liaising with colleagues across the business to seek solutions and resolve. 
• Determine the issue, conduct a root cause analysis and thereafter provide technical support and guidance by stepping our customers through appropriate solutions.  
• Escalate technical incidents to relevant departments. 
• Participate in team meetings, project streams, events and activities that develop strong working relationships and encourage a supportive team working environment.  
• Undertake other duties as assigned. 

Minimum Requirements:

• 1+ year of experience in a customer focused environment within the technology sector. 
• Experience using communication remote support tools. 
• Be technology savvy with a sense of curiosity and desire to continue learning new technology.   
• Experience of call handling, determining and resolving end user issues and coaching users in the use of tech products and services.  
• Able to demonstrate a proactive approach with good time management and autonomy in delivering excellent customer service. 
• High energy and engaging personality with patience for all levels of technology users. 
• Experience of working in a motivating, fast paced team environment, engaging with colleagues and contributing to collective efforts. 

Candidates must also be able to demonstrate:  

• Great organisational skills.  
• Good negotiating skills.  
• Persistence and resilience.  

Additional Skills & Experience:

• Education to degree level in a relevant discipline (e.g. Business/ Marketing/ IT).  
• Experience in delivering client training onsite and/or remotely. 
• Experience with CRM platforms such as Salesforce. 
• Sales experience within an E-Commerce/sports tech environment.  
• Familiarity of or experience within the UK market relating to sports.  

Location: Belfast (hybrid office and home working pattern)

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to SpinCo in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.