WarpJump Company

Role Overview
We are looking for a dedicated Customer Support Agent to join our team and deliver exceptional service to our clients. In this role, you will handle diverse inquiries, resolve issues efficiently, and contribute to customer satisfaction. If you're passionate about helping others and thrive in a dynamic environment, we’d love to hear from you.
 

In this role you will:

• Manage large amount of incoming chats and emails.
• Identify and assess customers' needs to achieve satisfaction.
• Deliver accurate, valid, and complete information using the right tools and methods.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Keep detailed records of customer interactions, process customer accounts, and follow up to ensure resolution.
• Adhere to communication procedures, guidelines, and policies.
• Stay updated on product knowledge and actively participate in team meetings.
   

Probation Period Focus:

• Gaining in-depth knowledge of the product and its specifics.
• Demonstrating or developing skills to meet qualitative and quantitative KPIs.
• Adapting to an irregular schedule.
   

Key Skills and Experience:

• At least 1 year of experience in customer support or a related field.
• Strong multitasking skills and an understanding of customer support methods and approaches.
• Hands-on experience with support tools like chat applications, CRM systems, and back-office tools.
• Proficiency in English at B1+ (higher levels preferred).
   

It would be nice if you possess:

• Basic technical knowledge.
• Familiarity with GSuite or other tools.
• Knowledge of iGaming business principles.
   

Why join us:

• Competitive compensation.
• Paid sick leaves.
• Paid vacation time.
• Flexible working hours to support work-life balance.
• Remote work.
• Professional growth and development opportunities.
   

Join our team and contribute to the growth of our organization. We encourage you to apply if you are a proactive and dedicated professional seeking a challenging opportunity.

Key Responsibilities:
- Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
- Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Clients
- Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team
- Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs
- Proactive ownership and management of allocated tickets
- Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring ability to explain what happened and why
- Prioritize and manage multiple open tickets at one time.

The challenges for this role during the probation period:
- Production support, night shifts

Primary requirements:
- Communication. Clear and effective exchange of information, ensuring all team members and stakeholders are aligned.
Domain. Deep understanding of the industry, including relevant trends, standards, and client needs.
Client-facing. Building strong relationships with clients, understanding their needs, and providing tailored solutions.
Cooperation with Development Team. Collaborating closely with the development team to achieve shared goals and resolve any issues that arise during the project.

Will be a plus:
- Similar experience in platform development product

English language level: B2 (Upper-Intermediate) +

Growth Prospects: Senior

Experience in years: 1+ years, 1+ experience in iGaming

Stages of interviews:
- Intro call
- Technical interview