Russian Customer Support Agent (Igaming)

TL;DR

Russian Customer Support Agent (Igaming): Delivering world-class customer service and managing customer support tickets with a focus on first-call resolution and adherence to established SLAs. Focus on troubleshooting, issue resolution, and collaboration with internal teams to provide feedback and resolve escalated issues.

Location: Must work a hybrid schedule, two in-office days per week in Bellevue, WA

Salary: $23.00 to $25.50 USD/hour

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business.

What you will do

• Deliver world-class customer service by following established departmental policies, processes, and standards.
• Manage and respond to customer support tickets submitted by customers within the established SLA, client standards, and performance guidelines.
• Follow established troubleshooting procedures, including the use of appropriate resources and desktop tools to diagnose problems.
• Coordinate internally with other teams as needed to provide feedback, identify/report trends, and help resolve issues.
• Monitor client-facing tools and keep up with client updates and directives.
• Employ critical thinking skills to make sound judgment calls and determine appropriate steps to make the best business decision for the client and user.

Requirements

• One year or more of customer service experience or equivalent required.
• Associates degree or equivalent or relevant experience; Bachelor’s degree preferred.
• Comfortable using computers and can perform initial level troubleshooting of computer and network issues.
• Written fluency in Russian & English languages
• Excellent interpersonal and customer service skills.
• Ability to function well in a high-paced and at times stressful environment.

Nice to have

• Knowledge of Accounts tickets.
• Ability to troubleshoot Accounts ticket issues independently and as a collective.
• Some online game knowledge and experience preferred.

Culture & Benefits

• Competitive pay that reflects the value of team members.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.
• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.