AdresseRole Overview:
The purpose of the role is to support and improve the Customer Service experience of our customers. To ensure they receive excellent, effective and efficient support while also working closely with the rest of the support team and other members in order to provide the best solutions to our operators. Act as a first point of contact for production issues. This will involve resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within the company.
Responsibilities:
- Support-related role where agents are expected to follow the set procedure with each of the Casino providers in order to close Open rounds.
- It's important to have a general understanding of how platforms work and have a technical experience.
- This is a temporary role with a transition to a Regular Support role.
- Procedures can go from sending a file with the existing Open Bets to the provider to have them closed to a in-depth review of the results on the providers BO and inputting the results on Sportingtech system.
About you:
- Fluent in Portuguese and English
- iGaming experience
- Similar experience in customer support
- Previous experience in the IT Customer field is an advantage
- Ability to multitask (logging queries while speaking with customers)
- PC skills (Microsoft, Windows, ERPs, JIRA)
- Capacity to learn basic technical concepts is essential
- Excellent interpersonal, communications and time management skills
- Ability to work on own initiative, but also as part of a team
- Strong verbal and written communication skills are required
- Flexible and have the ability to learn quickly
- Previous CRM experience would be considered an advantage
- The candidate must be flexible to work shifts (24 hour basis with weekly rotations)
