Junior Technical Support Specialist (Igaming)

TL;DR

Junior Technical Support Specialist (Igaming): Providing exceptional service and support to customers in the iGaming industry with an accent on troubleshooting issues and assisting agents in resolving customer problems. Focus on handling complex or sensitive issues, collaborating with other teams, and communicating with gaming providers to investigate technical issues.

Company

hirify.global is recruiting on behalf of their valued partner, who is revolutionizing the iGaming scene.

What you will do

• Troubleshoot issues and assist agents in resolving customer problems.
• Take ownership of cases that cannot be resolved by agents, handling more technical, complex, or sensitive issues.
• Collaborate with other teams and departments to address issues that require in-depth technical expertise or feature adjustments.
• Communicate with gaming providers and partners to investigate external technical issues.
• Suggest process improvements or customer service practices and create tasks in Jira Software.
• Participate in training sessions for CS agents as needed and create/edit macros for CS and TSS teams.

Requirements

• Strong understanding of incident management processes, including problem identification and resolution.
• Excellent troubleshooting and analytical skills to quickly assess and resolve complex issues.
• Ability to communicate clearly with technical and non-technical teams.
• Familiarity with escalation procedures and working with cross-functional teams.
• Excellent documentation skills.
• Good level of English (both written and oral)

Culture & Benefits

• Join an exciting journey to shape and revolutionize a new brand in the market.
• Enjoy a fully paid day off and €100 for your birthday.
• Receive 100% of your salary for 14 days of sick leave per year.
• Join complimentary Book Club sessions, available in Russian & English.
• Experience lively virtual team-building activities.
• Annual Leave: 20 working days per year.