Jobs Customer/Technical Support

We are the creators of a new fintech era!

Our mission is to revolutionize the world by making blockchain technology accessible to everyone in everyday life. WhiteBIT is a global team of more than 1,200 professionals united by a shared vision of shaping the Web3 future.

We are building our own blockchain ecosystem, ensuring maximum transparency and security for over 8 million users worldwide. Our cutting-edge solutions, rapid adaptation to market challenges, and technological excellence set us apart from traditional companies.

Our official partners include the National Football Team of Ukraine, FC Barcelona, Lifecell, FACEIT, and VISA.

The future of Web3 starts with you — join us as a Trading Monitoring Specialist!

Requirements:

• Higher education in Economics, Finance, Mathematics, Computer Science or a related field;
• Basic understanding of financial markets, trading and exchange infrastructure;
• Understanding of the trading lifecycle: market data, deals, executions, liquidity and position updates;
• Strong analytical and systemic thinking, with the ability to identify anomalies and perform initial investigation;
• Confident Excel skills and ability to work with operational and trading data;
• Ability to follow runbooks and escalation procedures and handle incidents under time pressure;
• Strong communication skills and ability to coordinate with Trading, Risk, Operations and Engineering teams;
• Willingness to work in shifts, including day, evening and night shifts in rotation.

Will be an advantage

• Basic understanding of APIs, WebSocket, connectivity and common exchange or trading system issues;

• Experience with monitoring and BI tools such as Grafana and Tableau;

   

Responsibilities:

• Monitor trading services, strategy instances and critical production dependencies in real time;
• Monitor exchange connectivity, market data feeds, order flow, fills, latency, API/WebSocket errors and rate limits;
• Detect technical anomalies and deviations in the observable state of trading services;
• Perform first-line incident investigation and predefined recovery actions within approved permissions;
• Classify and escalate incidents to Traders, Risk,Operations or Engineering according to severity and incident type;
• Track incidents through resolution and maintain incident logs, runbooks and shift handovers;
• Support monitoring readiness and checks for new strategies, markets, exchanges and production releases;

• Contribute to improvements in monitoring dashboards, alerts and automation.

   

Working terms

Immerse yourself in Crypto & Web3:

• Master cutting-edge technologies and become an expert in the most innovative industry.

Work with the Fintech of the Future:

• Develop your skills in digital finance and shape the global market.

Take Your Professionalism to the Next Level:

• Gain unique experience and be part of global transformations.

Drive Innovations:

• Influence the industry and contribute to groundbreaking solutions.

Join a Strong Team:

• Collaborate with top experts worldwide and grow alongside the best.

Work-Life Balance & Well-being:

• Modern equipment.
• Comfortable working conditions, and an inspiring environment to help you thrive.
• 24 calendar days of paid leave.
• Additional days off for national holidays.

With us, you’ll dive into the world of unique blockchain technologies, reshape the crypto landscape, and become an innovator in your field. If you’re ready to take on challenges and join our dynamic team, apply now and start a new chapter in your career!

Let’s Build the Future Together!

Our requirements:

• Fluent/Advanced English (MUST!) 

• Ability to work night shifts (6 possible schedules: 15:00 – 00.00; 16:00 – 01.00; 17:00 – 02.00; 18:00 – 03.00; 19:00 – 04.00; 21:00 – 06.00 Kyiv time)

• Confident PC user with solid knowledge of Microsoft Windows

• Technical background or strong interest in exploring software and hardware products

• Strong organizational, training, and time-management skills

• Excellent communication and active listening abilities

• Understanding of conflict resolution

• Empathy, positive attitude and self-control

Nice to Have:

• Previous experience in customer or technical support

• IT education or relevant technical background

• Familiarity with ticketing systems (Zendesk, Zoho, ServiceNow), CRM platforms, and Jira

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic international team and become a trusted advisor to our clients, with the opportunity to join a dynamic international team and become a trusted advisor to our clients, contributing to the overall quality of our product by sharing feedback with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders.  

You will interact with US business owners, learn about the telecom industry and embark on an IT career path within the organization.  

Key Responsibilities:

• Support existing and prospective customers by providing timely and accurate information about B2BSoft products

• Identify, analyze, and troubleshoot technical issues and provide effective solutions

• Respond to support queries via phone, chat, and email

• Assist customers with software and hardware configurations, billing, and merchant services–related requests

• Maintain clear and detailed documentation of all service inquiries.

Our requirements:

• Fluent/Advanced English (MUST!) 

• Ability to work night shifts (6 possible schedules: 15:00 – 00.00; 16:00 – 01.00; 17:00 – 02.00; 18:00 – 03.00; 19:00 – 04.00; 21:00 – 06.00 Kyiv time)

• Confident PC user with solid knowledge of Microsoft Windows

• Technical background or strong interest in exploring software and hardware products

• Strong organizational, training, and time-management skills

• Excellent communication and active listening abilities

• Understanding of conflict resolution

• Empathy, positive attitude and self-control

Nice to Have:

• Previous experience in customer or technical support

• IT education or relevant technical background

• Familiarity with ticketing systems (Zendesk, Zoho, ServiceNow), CRM platforms, and Jira

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic international team and become a trusted advisor to our clients, with the opportunity to join a dynamic international team and become a trusted advisor to our clients, contributing to the overall quality of our product by sharing feedback with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders.  

You will interact with US business owners, learn about the telecom industry and embark on an IT career path within the organization.  

Key Responsibilities:

• Support existing and prospective customers by providing timely and accurate information about B2BSoft products

• Identify, analyze, and troubleshoot technical issues and provide effective solutions

• Respond to support queries via phone, chat, and email

• Assist customers with software and hardware configurations, billing, and merchant services–related requests

• Maintain clear and detailed documentation of all service inquiries.

As a VIP Customer Support Specialist, you will be responsible for managing and nurturing relationships with our high-value clients. Your goal will be to ensure a premium customer experience by providing personalized, efficient, and solution-driven support. You will work closely with internal teams to address client needs, resolve issues, and contribute to the growth of our VIP program.
Key Responsibilities

• Serve as the primary point of contact for VIP customers, offering personalized support via email, chat, and phone.
• Proactively manage and enhance the overall VIP experience by understanding customer preferences, behaviors, and needs.
• Resolve inquiries and issues in a timely and professional manner, ensuring high levels of satisfaction.
• Collaborate with cross-functional teams (Marketing, Product, Payments, etc.) to address client concerns and provide tailored solutions.
• Monitor and analyze VIP activity to identify opportunities for increased engagement and retention.
• Maintain up-to-date knowledge of company products, promotions, and industry trends.
• Assist in the organization and execution of exclusive events and promotions for VIP clients.
• Provide feedback to improve processes, products, and customer experience.

Qualifications

• Experience: Minimum 2+ years in customer support, account management, or a related role, preferably in the iGaming industry.
• Language Skills: Fluent in English (additional languages are a plus).
• Skills:
  • Strong communication and interpersonal abilities.
  • Problem-solving mindset with attention to detail.
  • Ability to work independently while contributing to a team environment.
  • Proficiency in CRM tools and support systems.

About LuckyStart.com

LuckyStart.com is a leading online casino operating on the Softswiss platform, catering to high-value players in Tier 1 geographical regions. We pride ourselves on offering an exceptional gaming experience and personalized service to our VIP clientele.

Job Overview

We are seeking a dynamic and experienced VIP Manager to join our team. The VIP Manager will be responsible for managing relationships with our most valued players, ensuring they receive top-tier service and support. The ideal candidate will have a deep understanding of VIP player needs, excellent communication skills, and experience with customer engagement tools such as Customer.io, Intercom chat and more.

Key Responsibilities

• VIP Relationship Management: Develop and maintain strong relationships with VIP players to ensure a high level of satisfaction and loyalty.
• Player Retention: Develop and execute strategies to retain VIP players, including loyalty programs, special events, and personalized rewards.
• Analytics and Reporting: Monitor VIP activity and engagement, providing regular reports on VIP metrics and insights to the management team.
• Feedback Collection: Gather and analyze feedback from VIP players to identify areas for improvement and implement necessary changes.

• Collaboration: Work closely with the marketing, customer support, and product teams to ensure a seamless VIP experience.

   

Qualifications

• Experience: Minimum of 2 years of experience in a similar role within the online gaming industry.
• Softswiss experience is a big advantage.
• Communication Skills: Excellent verbal and written communication skills in English. Other lnaguages is a bonus.
• Analytical Skills: Strong analytical skills with the ability to interpret data and make informed decisions.
• Customer-Centric: A passion for delivering exceptional customer service and a deep understanding of VIP customer needs.
• Flexibility: Willingness to work flexible hours to accommodate VIP schedules and time zones.

• Team Player: Ability to work effectively within a team and collaborate with various departments.

   

Benefits

• Competitive salary and performance-based bonuses
• Flexible working hours and remote work options

• Opportunity to work with a dynamic and innovative team

   

Job Description

As a Customer Care Expert at Wix, you’ll help users resolve issues and make the most of our products. Based in Kyiv, you’ll primarily support English-speaking users by phone, chat, and email, combining product knowledge, problem-solving, and AI-powered tools to provide effective support.

In your day-to-day, you will:

• Handle a high volume of calls, chats (up to two at a time), and emails using an omnichannel CRM and following an established daily schedule.
• Troubleshoot technical issues and explain solutions in clear, simple terms.
• Handle complaints and challenging situations with empathy and professionalism.
• Follow cases through to resolution, escalating them to the appropriate teams when necessary.
• Document interactions accurately while working across multiple tools and systems.
• Use AI-powered tools and internal resources to find information efficiently and stay up to date with product changes and releases.
• Work toward established performance and quality goals while adhering to security, privacy, and company policies.

Requirements

• At least 1 year of experience in a customer-facing role, including communicating with English-speaking customers or users.
• Strong spoken and written English, with the ability to communicate clearly and naturally in professional situations.
• Basic technical knowledge, including concepts such as domains and IP addresses, and familiarity with CRM tools.
• An understanding of customer service principles, including handling complaints, managing escalations, and communicating with empathy.
• A strong sense of ownership, with the ability to investigate issues, find answers independently, and follow cases through to resolution.
• The ability to stay calm and focused during busy periods and challenging conversations.
• Openness to feedback and a willingness to apply it to improve performance.
• The ability to learn new tools quickly, including AI-powered solutions, and adapt to changing processes and priorities.
• An interest in building a career in Customer Care and working with people.
• Based in Kyiv or willing to relocate when a safe return to office-based work is possible.

Advantages

• Experience handling customer calls.
• Previous experience in Customer Care or Customer Support.
• Experience in the tech, SaaS, or internet industry.
• Familiarity with website builders or web technologies.

About Wix

Wix makes it possible for anyone to succeed online. Since 2006, we’ve grown to around 4,400 employees across 22 countries, launched over 40 products, and served more than 299 million users worldwide.

At Wix, we encourage innovation, continuous learning, and collaboration. Our teams build cutting-edge products and use technologies, including AI, to help people create, manage, and grow their online presence and businesses.

Although we’ve established ourselves as a leader in web creation and business solutions, there’s still much more to achieve. Our goal is to become the main engine of the Internet and help create a more open web for everyone.

We’re proud to be an equal opportunity company. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as a company: creating a work environment where everyone is welcome, and anyone has the right to succeed.

BSG is a Communication Platform as a Service (CPaaS) designed to streamline how businesses connect with customers across multiple channels. Our flexible, cloud-based solutions integrate communication tools directly into your apps or websites, enabling real-time engagement.
 

We are looking for a Customer Support who will become a part of our team!

What are you going to do:

• Information and technical support of existing and new clients online via chat or e-mail;
• Work with tickets in the Zendesk system (database of customer requests);
• Development and maintenance of the existing customer base;
• Analysis of the company's services and products, search and control of problem solving (together with the company's technical specialists);
• Performing other tasks of the head.

What are we looking for:

• At least 6 months of experience in technical support; 
• Upper-Intermediate (B2) level of English; 
• Higher education (can be incomplete and preferably technical)    
• Experience working with email service      
• Responsibility 

What do we offer:

• Competitive salary;
• 24 calendar days of vacation;
• Additionally: 3 days off per year;
• Opportunities for growth;
• Friendly team.

The Customer Support Engineer will focus on providing technical support and maintaining production operations. The specific requirements and responsibilities include:

The vacancy assumes a shift work schedule.
 

Job Requirements:

• Proficiency in using PC. Ideally after QA courses
• Background in Data Support (Tier 1+2); Tier 3 is an advantage.
• Strong troubleshooting and problem-solving skills.
• Excellent service orientation and communication skills.
• English level at least B1.
• Ability to work independently and as part of a team.

Key Responsibilities:

Problem Resolution:

• Identify potential production issues and implement proactive solutions.
• Troubleshoot technical issues and collaborate with teams to ensure resolution.

Customer Support:

• Provide prompt technical support to end-users
• Collaborate with R&D and product management to resolve client issues.

Production Coordination:

• Develop and manage production schedules.
• Adjust schedules as needed to accommodate changes or delays.

Stakeholder Communication:

• Serve as the primary liaison between teams to ensure clear communication.
• Notify stakeholders and clients of any delays or issues.

We provide ad account management services to media buyers and agencies across major advertising platforms. You'll be their main point of contact — the person who knows what's going on, responds quickly, and gets things resolved. Most of your day is chat-based. You need to know the ad ecosystem well enough to give accurate answers quickly.

Responsibilities:

• Provide prompt, effective support aligned with company standards via chat, occasional video calls when needed
• Onboard new clients, walk them through the service, set expectations, build trust from day one
• Deliver and manage ad accounts, handling appeals, monitor status and spend, handle ID reviews
• Resolve account issues, bans, unlocks, proxy errors and keep clients in the loop throughout
• Identify upsell and cross-sell opportunities, support retention of existing clients
• Track patterns in account performance and client behavior; flag insights that can improve the product or process

• Work closely with other departments

   

Requirements:

• Background in affiliate marketing or media buying - a must
• Understanding how Ad Accounts work from the inside
• B2+ English, written and verbal
• Comfortable working independently across shifts
• Proven ability to take initiative and resolve issues

We Offer:

• Remote work from anywhere
• Unlimited paid vacation days
• 5-day week with weekend shifts (Sat or Sun)
• Working hours: 10:00-19:00 or 11:00-20:00 (Kyiv time)
• 10 paid sick days
• English classes
• Take part in conferences worldwide

We’re a fast-growing startup in the social discovery space. Our product is a premium marketplace where people from all over the world connect with each other. We grow quickly because we stay close to our users and build smart, AI-driven solutions for them.

Now we’re looking for a Customer Success Specialist to help our users feel supported, safe, and valued. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

Why You’ll Like Working With Us

• A small but strong team of 25+ people who have already shown proven success in creating high-impact businesses.
• Tasks that go beyond standard support: you’ll work with sensitive cases and partner with Product and Development teams.
• Grow alongside a fast-scaling international company and gain deep expertise in customer success within the social domain.
• Competitive pay, recognition for your work, and a clear path for professional growth.

What You’ll Do

• Build long-term, trust-based relationships with premium, high-value customers.
• Provide empathetic, professional, and tailored support, resolving issues quickly and fairly.
• Handle sensitive escalations, including billing disputes, service concerns, and legal-related cases.
• Track and understand customers' needs to deliver personalized, proactive solutions.
• Manage multiple tasks: from priority tickets and documentation to cross-team collaboration.
• Share insights with Operations, Product, and Development teams to influence product improvements and enhance customer satisfaction.

What We Expect

Must-Haves

• Responsibility: You own the result, not just the process.
• Advanced or Upper-Intermediate English (spoken and written) and fluent Ukrainian.
• Strong communication: empathy, patience, and active listening.
• Experience handling conflicts and sensitive situations.
• Proven experience working with VIP / premium users (high-value customers).
• Attention to detail and ability to manage several tasks at once.
• Readiness to work night shifts and adapt to rotating schedules

Nice-to-Haves

• 2+ years in Customer Success, Account Management, or VIP Support.
• Experience with Freshdesk or similar tools.
• Background in payments, disputes, or legal cases.
• Skills in reducing churn and building customer loyalty.

What You Get

• Competitive salary with growth potential.
• Flexible schedule: 120 hours per month, including 5−6 night shifts. 3/3 schedule: Morning 07:00 - 15:00, Afternoon 15:00 - 23:00, Night 23:00 - 07:00.
• Opportunities to learn: access to our library, mentorship, and regular feedback.
• Startup vibe: less bureaucracy, more freedom, direct impact.

• Recognition and rewards for great results.

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

We are a fast-growing start-up in the social discovery niche with a premium transactional marketplace that helps users around the globe connect. Our platform has already found its place in the niche by focusing on tech innovations like AI, unconventional approaches to users, and carefully built algorithms.

We are looking for a strong Customer Support Representative who will join and strengthen our team. Our well-coordinated team of 25+ professionals has successful experience in building and scaling products in the adult social discovery space.

What will you do?

The CS role is all about ensuring our users have the best possible experience and keeping our community safe. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

You will also work closely with our Operations, Product, and Development teams to share customer feedback and help improve the product.

What are our goals?

• Maintain high-quality customer service standards

• Support business growth and team scaling

   

You are a match if you:

• Are passionate about high-level customer service and user retention
• Can troubleshoot issues and see them through to resolution
• Are confident handling billing and account-related questions
• Communicate clearly via calls, email, and chat
• Take ownership of customer requests

• Continuously learn and improve your skills

   

What does it take to join us?

• 2+ years of experience as a Customer Support
• Strong experience in fast-paced, high-load support environments
• Advanced/Upper-Intermediate English (written and spoken)
• Proven ability to exceed KPIs and SLAs
• Ability to work with minimal supervision
• Strong multitasking and prioritization skills

• Analytical mindset and proactive problem-solving

   

Strong advantage:

• Experience in social discovery
• Experience with CRM systems (Zendesk, Freshdesk, Intercom, etc.)
• Experience handling billing or technical issues

• Sales or retention background

   

What do we offer?

• Professional growth alongside company growth
• Flexible schedule: 120 hours per month, including 5−6 night shifts. 3/3 schedule: Morning 07:00—15:00, Afternoon 15:00 — 23:00, Night 23:00 — 07:00
• Feedback-driven, open-minded culture
• Fair recognition of strong contributors
• Minimum bureaucracy, maximum independence

• Access to corporate library and professional development resources

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

We’re looking for a VIP Account Manager to work with high-value players across Tier-1 GEOs — taking ownership of their experience, engagement, and retention.
 

This role carries real autonomy. You’ll make decisions on communication, personalised offers, and VIP cases independently — and directly influence player LTV and loyalty. If you know what drives high-value players and understand what sits behind a strong retention number, we’d like to meet you.
 

💬 VIP Relationship Management

• Manage communication with VIP and PRE-VIP players via email and messengers
• Build personalised, long-term relationships with high-value players

📈 Retention & Reactivation

• Proactively reach out to players based on their behaviour and defined triggers
• Drive LTV growth through targeted retention and reactivation actions

⚡ Live Chat

• Take full ownership of VIP requests in live chat
• Make decisions and resolve issues independently — without unnecessary escalations

🎁 Personalised Offers

• Adapt existing promotional terms to individual players
• Create personalised offers that increase revenue and build long-term loyalty

🤝 Cross-functional Collaboration

• Act as the primary contact point between VIP players and the Antifraud, Billing, and Retention teams
• Drive VIP cases to full resolution and maintain ownership throughout

🔎 Voice of the Customer

• Collect and structure feedback from VIP players
• Pass insights to Product and Retention teams to improve the product and player experience

🎯 What we’re looking for

• Experience as a VIP Manager or Senior Account Manager in iGaming or FinTech
• Hands-on experience with CRM systems
• Deep understanding of Tier-1 markets
• Practical knowledge of retention and reactivation mechanics — and how to apply them
• English B2+ — confident in both written and verbal communication
• Ability to work with player data and analytics: read reports, identify patterns, and translate data into specific retention actions
• Ability to make fast, independent decisions in a dynamic environment
• Commercial mindset and clear understanding of how communication, personalisation, and retention drive LTV and revenue

✨ What we offer

• Fully remote setup
• Schedule: 09:00–18:00 CET with a two-week rotation:
  Week 1: Monday–Friday, standard days off
  Week 2: 1 weekday off + 1 weekend day off
• Paid vacation and sick leave
• Medical insurance
• Growth in a dynamic environment alongside a team of professionals

Full Remote · iGaming · VIP Management · Retention · LTV · Tier-1 · CRM

About SKyPRO

SKyPRO has been delivering Identity & Access Management (IAM) solutions for more than 38 years. While we have extensive experience with OpenText Identity Manager, we are continuously expanding into new markets with our own products and modern identity solutions.

One of our flagship products is ACDI (Audit, Compliance & Data Intelligence), a powerful platform that helps organizations collect, analyze, and audit identity-related data across multiple systems.

We're looking for a technically minded person who enjoys working directly with customers, solving problems, and helping improve our product. This is an excellent opportunity for someone who likes combining technical work with customer interaction.

Your Mission

As a Technical Consultant for ACDI, you will support customers throughout the product lifecycle—from demonstrations and installations to troubleshooting and continuous improvements.

Your responsibilities will include:

• Delivering product demonstrations and technical presentations to customers and partners.
• Installing, configuring, and upgrading the ACDI solution in customer environments.
• Providing technical support and troubleshooting product issues.
• Investigating bugs and implementing small fixes or enhancements within the product.
• Assisting customers with integrating ACDI with various data sources, directories, and databases.
• Working closely with the development team to identify, reproduce, and resolve product issues.
• Creating and maintaining technical documentation when needed.
• Participating in customer projects and ensuring successful product deployments.
• Continuously learning new technologies and helping improve both the product and implementation processes.

What We're Looking For

Must have

• Spoken English at B1–B2 level or higher (you will work with international customers).
• 2+ years of experience in a technical IT role (technical support, implementation, consulting, systems engineering, software development, IAM, or similar).
• Experience working with databases, directories, APIs, or system integrations.
• Good troubleshooting and analytical skills.
• Basic to good programming or scripting experience (Java, JavaScript, PowerShell, Bash).
• Understanding of REST APIs, LDAP, SQL, or similar integration technologies.
• Good Linux knowledge.
• Strong communication skills and customer-oriented mindset.
• Ability to work independently and manage multiple tasks.
• Willingness to learn new technologies and grow with the company.
   

Nice to have

• Experience with Identity & Access Management (IAM) solutions.
• Familiarity with OpenText Identity Manager / NetIQ IDM.
• Experience with eDirectory/Active Directory or LDAP directories.
• Linux administration skills.
• Knowledge of Java.
• Experience with Docker or cloud environments.
• German language skills (B1+) are a plus.

What We Offer

• Remote work with flexible working hours.
• Competitive salary based on your experience.
• Personal development through expert coaching and technical training.
• Opportunity to work with innovative IAM technologies.
• An international, open-minded team working with customers worldwide.
• Immediate start.
• 24 calendar days of paid vacation plus paid sick leave.
• Long-term career growth in a company that values technical excellence and innovation.

We are looking for a detail-oriented and responsible Payment Officer to join our Gaming team. In this role, you will be responsible for processing customer withdrawals, monitoring payment transactions, identifying suspicious activity, and ensuring smooth payment operations in a fast-paced 24/7 environment.

HOW YOU WILL MAKE AN IMPACT

• Process customer withdrawals accurately and within SLA timelines
• Monitor payment queues and ensure timely transaction handling
• Verify transactions according to internal procedures and compliance requirements
• Identify suspicious transactions, fraud patterns, or anomalies and escalate them when necessary
• Work closely with Risk, Anti-Fraud, Support, and Payments teams
• Handle high-volume transaction workflows efficiently
• Maintain high standards of accuracy and operational quality
• Report recurring issues and suggest process improvements
• Follow AML, KYC, and fraud prevention procedures
• Adapt quickly to changing priorities and operational demands

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 1+ year of experience in Payments, Gaming, Fintech, or related industries
• Basic understanding of payment systems, payment providers, and transaction flows
• Familiarity with AML, KYC, and fraud prevention principles
• Experience processing withdrawals and handling payment operations
• Strong attention to detail and ability to follow procedures consistently
• Analytical mindset with the ability to identify irregularities and suspicious behavior
• Good communication and teamwork skills
• Ability to work under pressure in a high-volume environment
• Experience working in shift-based or 24/7 operations is a plus
• English level: Upper-Intermediate or higher

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships

Who we are:
Selesa offers IT outsourcing, specialist out-staffing, and project management services to enhance business operations. We focus on providing skilled professionals for IT needs, including development, security consulting, and business development. Selesa also manages sales, account management, and human resources to support company growth. Our services are known for efficiency, quality, and strong communication, making us a trusted partner for businesses looking to streamline and secure their IT infrastructure. Originated in Vilnius, Lithuania, we cater to global clients.

Who we are looking for:

We are looking for a Level 2 Support Specialist to act as the technical bridge between customer-facing Level 1 agents and Level 3 team, responsible for investigating and resolving complex issues in integrations with partners, payments, bonus malfunctions, and other platform issues. s.

Responsibilities

• Resolve complex technical incidents related to games, transactions processing, API requests
• Perform root cause analysis,prepare incident reports, escalate to L3 or dev team
• Manage second line investigation of issues and testing of newly released games 
• Perform detailed testing of the integrations with providers and operators
• Analyze logs and metrics to identify failures or anomalies
• Gather client requirements to coordinate with team
• Provide help to customer inquiries
• Coordinate the communication flow between L1 and L3 teams for escalated issues.
• Handle client escalations by updating status flags, escalating to L3.
• Identify and troubleshoot different types of APIs and customer integrations issues
• Maintain internal documentation

Requirements:

• Excellent communication skills
• Good knowledge of ticketing systems
• General understanding of client-server architecture
•  iGaming-specific knowledge would be a plus
• 2+ years of experience in Customer or Technical Support
• Strong analytical and troubleshooting mindset
• Expertise with documenting processes and knowledge
• Proficiency in English
• Strong attention to detail and teamwork skills
• Ability to meet deadlines in a fast-paced environment

What we offer:

• Fully remote position with a flexible schedule
• Long-term opportunity with potential for financial and career advancement

• Supportive and positive work culture, collaborating with like-minded teammates

   

When submitting your application, please make sure to include your responses to the following screening questions in your COVER LETTER:

1. Please explain to us your level of spoken/written English. Just rank it from 1 to 10, where 10 means a Native Speaker; 8-9 means a Near Native Speaker; 6-7 means Fluent Speaker; under 6 any further levels.
2. Can you share examples from your portfolio that showcase your Level 2 Support experience?
3. What are your monthly salary expectations for a long-term, full-time position (if we consider 40 hours a week)?
4. What is your notice period and how soon can you join ?