2nd Line Support Agent

One of our clients are looking for a 2nd Line Support agent to join their team to help improve the customer experience of their online casinos.

Key Responsibilities

Handling cases escalated from 1^st-line support
Build relations with game providers and other departments to resolve customers’ queries and issues
Escalating issues to Operations Team and third-party payment and game providers
Be point of contact for 1^st-line support when they need assistance
Guiding and educating 1^st-line support to make sure they are proactively solving cases
Work together with Payments Team to solve problems regarding customers queries
Work together Operations Team to solve problems and improve current systems
Understanding and following procedures for the Customer Support department and reporting any abnormality to the closest manager

At least 1 year of experience in a customer service role, ideally within the iGaming industry;
Experience in working with different back offices and online tools
Good understanding of the online casino industry
Good communication and people skills
Ability to listen and come up with solutions to customers problems
Excellent computer skills and eye for the detail
Ability to work independently and as a part of a team
Able to handle pressure
Be flexible when it comes to working hours
Fluent level of English language
Fluent level of Norwegian, Finnish, German or Japanese language considered a plus
Experience in being the point of contact for different types of escalations will be considered an advantage
Training/coaching experience will be considered an advantage

If you would be interested in helping us shape up our 2nd line support, as well as having the chance to grow with us, then this job is for you!

Submit your CV by sending an email to info@ivatech.io.