Deliver technical support to clients in the iGaming sector by identifying and resolving technical issues, offering clear guidance, and working with internal teams to maintain service quality for global operators including Pragmatic Play.
Responsibilities
- Respond promptly and professionally to customer inquiries and support requests.
- Diagnose and resolve technical problems within defined scope and expertise.
- Analyze and interpret requested data or information to support issue resolution.
- Log software bugs, malfunctions, or unexpected behaviors for further investigation.
- Guide customers step by step through problem-solving processes.
- Work with account managers and technical teams to escalate and resolve complex cases.
- Record and monitor customer interactions, issues, solutions, and follow-ups using ticketing or CRM systems.
- Support colleagues in daily tasks and development by sharing knowledge and best practices.
- Maintain and enhance product knowledge, support workflows, and procedural understanding.
- Carry out additional tasks as required or assigned by the Support Manager, Head of Support, or employer.
Requirements
- Bachelor's degree or equivalent practical experience.
- Demonstrated experience in customer service or similar roles.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills, with clarity in explaining technical topics to non-technical users.
- Experience using ticketing systems, CRM platforms, and other support tools.
- Familiarity with Microsoft 365 applications such as Teams, Word, and SharePoint.
- Capable of working both independently and collaboratively in a fast-paced setting.
- Effective time management and organizational skills with strong prioritization ability.
- Customer-focused attitude aimed at delivering high service standards.
- Ability to manage multiple inquiries or tasks simultaneously while maintaining efficiency.
- Proficient with PCs and adaptable to learning new tools and technologies using available resources.
- Intermediate or higher English proficiency.
Tech Stack
ticketing systems, CRM software, Microsoft 365, MS Teams, Microsoft Word, SharePoint
Benefits
- Long-term employment
- Flexible timetable
- Comfortable working conditions
- Paid vacation and sick leaves
- English lessons
- gym
- Competitive salary level
Compensation
Competitive salary level.
Work Arrangement
global — Gibraltar, Canada, India, Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, UAE — Flexible timetable
Team
Support team operating with cross-functional coordination involving account managers and technical support teams. Reports to Support Manager or Head of Support.
- Growth opportunities at all levels
- Investing in people
- Collaboration
- Ambition
- Shared commitment to grow and succeed
- Embracing every step of the journey
Additional Information
- Intermediate or higher English proficiency is mandatory.
- Flexible working hours are available.
- The company has a global presence with offices across multiple countries.
- This role supports clients in the iGaming industry, including Pragmatic Play.
- Employees are expected to contribute to peer development through knowledge sharing.
