Responsibilities
- Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
- Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.
- Guide users through product features and functionality.
- Ensure consistent support quality by adhering to established standards and policies.
- Collaborate and coordinate with team members to deliver the best possible support outcomes.
- Ready to participate when there is more demand based on the Client Requirements.
- Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.
- Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
- Escalate complex issues to the appropriate internal teams when necessary.
- Document recurring technical issues and escalate to the appropriate teams.
- Share insights with colleagues to continuously improve solutions.
- Delivery support in line with tone, empathy, and professionalism guidelines.
Work Arrangement
Remote (Worldwide)
Additional Information
- Fluent in English and one of the following languages: French, Italian, German, Spanish, or Portuguese.
- This is a talent pooling opportunity; applications will be considered for upcoming openings.
- Must be ready to participate when there is more demand based on client requirements.
