RNG Customer Support Engineer

ARRISE powering Pragmatic Play is a leading game developer providing player-favourites to the most successful global brands in the iGaming industry.

Powering up new possibilities of play through one single API, ARRISE powering Pragmatic Play offers a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies.

Driven by a persistence to craft immersive experiences and responsible thrills, ARRISE powering Pragmatic Play's global team consistently deliver best-in-class services with a dedication to create games that players love time and time again.

RNG Customer Support Engineer is primarily responsible for providing excellent customer service and technical assistance to Operators and Account Managers. They analyze all incoming requests, perform basic troubleshooting, and provide solutions and responses to customers. The primary goal of the Customer Support Engineer is to ensure customer satisfaction. RNG Customer Support Engineer reports to the Support Shift Lead during the immediate shift and Support Team Lead directly.

Primary responsibilities:

- Respond to customer inquiries and support requests promptly and professionally.

- Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients.

- Conduct analysis and analytics of the requested information.

- Report bugs, malfunctions, or any unpredictable behavior of the software.

- Provide step-by-step guidance and instructions to customers to resolve problems.

- Collaborate with cross-functional teams, such as account managers or technical support, to escalate and resolve complex issues.

- Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.

- Help Support peers with day-to-day tasks and professional development by sharing knowledge.

- Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.

RNG Customer Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiency requirements:

- Bachelor's degree (or equivalent work experience).

- Proven experience in customer service or related roles.

- Strong problem-solving and analytical skills.

- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.

- Proficiency in using ticketing systems, CRM software, and other support tools.

- Knowledge of Microsoft 365 tools (MS Teams, Microsoft Word, SharePoint, etc.).

- Ability to work independently and as part of a team in a fast-paced environment.

- Strong time management and organizational skills with the ability to prioritize tasks effectively.

- Customer-oriented mindset with a focus on providing exceptional service and satisfaction.

- Multitasking. Customer Support Engineers should be able to handle multiple customer inquiries simultaneously or juggle various tasks. They should be able to multitask efficiently, prioritize tasks, and manage time effectively.

- Tech-savvy. They should be an advanced PC user, being able to easily learn to work with any new tool or technology by using common guidelines and knowledgebases.

- English level Intermediate or higher.

Company offers:

- Fully remote work or work in a friendly team at modern office.

- Unlimited coffee, snacks and fruits.

- Health insurance.

- Free English language training.

- Gym membership.

- Real Agile.

- Competitive salary level.