Customer support agent (IGaming) Offline

Role Purpose

Deliver high-quality real-time customer support through live chat and phone, ensuring quick responses, accurate solutions, and excellent customer experience.

Key Responsibilities

• Communicate with customers via live chat and phone.
• Resolve simple and standard inquiries independently.
• Escalate cases to relevant departments or shift Team Lead when needed.
• Use the knowledge base to find and apply appropriate articles.
• Maintain a friendly, professional, and consistent tone of voice.
• Improve SLA requirements: response speed, quality of answers, and chat volume per shift.
• Ability to work in data-driven environment and accept, analyze information received.

Required Experience & Skills

• Native Spanish and Fluent English (oral and written).
• Fast and accurate typing.
• Computer literacy; experience with chat tools (e.g., Zendesk, Intercom, Freshdesk) is a plus.
• Multitasking, problem-solving, and stress management skills.
• Flexibility to work night shifts in a 24/7 rotation.

Schedule: 
2/2 shift system – 2 days on / 2 days off, 12-hour shifts (including nights).

Format: remote