Level 2 Support Specialist (iGaming)

#vacancy #Worldwide #remote
Company: Selesa
Who we are looking for:
 
We are looking for a Level 2 Support Specialist to act as the technical bridge between customer-facing Level 1 agents and Level 3 team, responsible for investigating and resolving complex issues in integrations with partners, payments, bonus malfunctions, and other platform issues. s.
 
Responsibilities
 
Resolve complex technical incidents related to games, transactions processing, API requests
Perform root cause analysis,prepare incident reports, escalate to L3 or dev team
Manage second line investigation of issues and testing of newly released games 
Perform detailed testing of the integrations with providers and operators
Analyze logs and metrics to identify failures or anomalies
Gather client requirements to coordinate with team
Provide help to customer inquiries
Coordinate the communication flow between L1 and L3 teams for escalated issues.
Handle client escalations by updating status flags, escalating to L3.
Identify and troubleshoot different types of APIs and customer integrations issues
Maintain internal documentation
 
Requirements:
Excellent communication skills
Good knowledge of ticketing systems
General understanding of client-server architecture
 iGaming-specific knowledge would be a plus
2+ years of experience in Customer or Technical Support
Strong analytical and troubleshooting mindset
Expertise with documenting processes and knowledge
Proficiency in English
Strong attention to detail and teamwork skills
Ability to meet deadlines in a fast-paced environment
 
What we offer:
Fully remote position with a flexible schedule
Long-term opportunity with potential for financial and career advancement
Supportive and positive work culture, collaborating with like-minded teammates
 

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