ZA- Operations Associate

Overview: - Join the Operations Team at SportyBet South Africa, responsible for day-to-day operations. - Work in a fast-paced, high-pressure environment focused on customer support and product education. - Contribute to a positive, collaborative remote work culture. Key Responsibilities: - Provide 24/7/365 customer support in South Africa. - Conduct daily system health checks and report issues. - Manage escalated customer support tickets. - Review and improve processes, tools, and SOPs. - Onboard and train new team members. - Implement new procedures and directives. - Maintain and update the Operations Knowledge Base. - Monitor systems and alerts for PSPs. - Collaborate with various departments for updates and team requests. - Investigate suspicious activities and implement risk controls. - Adhere to performance metrics and operational KPIs. Requirements/Skills/Qualifications: - Minimum of 3-5 years of 2nd-line customer support experience. - Excellent verbal and written communication skills. - Strong attention to detail, organizational skills, and independence. - Analytical problem-solving skills and multitasking abilities. - Experience in online gaming, specifically sports betting. - Familiarity with customer support service desks (Freshdesk, Jira, Zendesk). - Ability to understand, interpret, and communicate complex issues. - Troubleshooting skills for system problems. - High emotional intelligence and empathy. - Contribution to policies, processes, and procedures. - Prioritization and management of multiple cases and projects. - Commitment to standards and procedures. - Systems monitoring expertise. - Fast learner with critical thinking and adaptability. Compensation & Benefits: (No specific details provided in the job description)