DESCRIPTION
We are looking for a Customer Support Specialist to join our team. In this role, you will be responsible for resolving customer queries, recommending solutions, guiding product users through features and functionalities. To fit this position, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
■ Responding to customer queries in a timely and accurate way, via chat or email
■ Identifying customer needs and helping customers use specific features
■ Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
■ Updating our internal databases with information about technical issues and useful discussions with customers
■ Sharing feature requests and effective workarounds with team members
■ Informing customers about new features and functionalities
■ Following up with customers to ensure their technical issues are resolved
■ Gathering customer feedback and sharing with our Product, Sales, and Marketing teams.
■ Assisting in training junior Customer Support Representatives
■ Excellent level of written and spoken English
■ Experience as a Customer Support Specialist or similar CS role
■ Excellent communication and problem-solving skills
■ Experience using help desk software and remote support tools
■ Multi-tasking abilities
■ Patience when handling tough cases
■ Familiarity with the gambling industry is a plus