Job description

Customer Support Specialist
We are looking for a Customer Support Specialist to provide first-line support to our new online gaming clients. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
You will be a part of the Customer Service team, working on a rolling rota of 12-hour shifts to cover the lines 24/7, with the shifts alternating, including weekend work. As a Customer Support Specialist, you will perform various tasks, including answering online product clients via live chat, and emails; ensuring best-in-class service for the customers, and fast and high-quality resolution of all customer queries.

For this role, a strong Internet connection is a must, and to ensure business continuity while working in a simultaneous multi-application environment, you must be in possession of an adequate computer.
Ultimately, you should be able to handle customer support processes and deliver high-quality work under minimum supervision.
Answering and logging, reporting and chasing resolution of technical support issues.
Experience in work in high-risk industries, forex, cryptocurrencies, gaming, betting and gambling is hugely advantageous.

What will you do?

Respond to live chat, emails and phone calls, log and route the incoming enquiries to appropriate response lines;
Log, tag, track and otherwise manage clients in the CRM;
Keep tidy online records of all customer encounters.
Conduct KYC and AML documentation checks for product users/players.
Provide best-in-class service to the clients using the product knowledge base library.
Log and reports and complaints and technical issues for further escalation and resolution.
Address other support queries.
Participate in new/potential and existing players' stimulation and retention, loyalty and marketing activities.
Create presentations, and conduct demos as assigned to assist with our up-selling strategy;
This role includes planning and executing multi-channel (including phone or Skype calls and emails, SMS) reach-out to platform users/players, engaging them to play, trying and testing the new offers, and collecting first-hand feedback.

Requirements:

Proven experience in Customer support or relevant roles in international or Western Europe-oriented online products min 1 year.
Fluent in spoken and written English.(other European languages would be a plus)
Familiarity with current technologies, like desktop sharing, screen recording, call recording, time tracking/timesheet keeping.
Experience with word-processing software and spreadsheets (e.g. MS Office).
Knowledge and experience in working with a CRM system, and time-tracking applications.
Excellent phone, email and instant messaging communication skills.
Excellent time management skills.
Working knowledge of customer service software, databases and ticket desk or task-tracking tools.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skills.
Solid organisational skills, and ability to work under minimum supervision.

Add Talent Solutions team works to connect remote specialists worldwide with the existing portfolio of Clients in IT, Software, Web and Product Development as well as Digital, Marketing and Creative industry sectors.

We excel in high risk and high reward industries! Through our own and partner projects we enable product launches and reach millions of users in North and South Americas, Australia, and Asia as well as our key target audience of Central and Western Europe.

Ambitious and dynamic we are experts of lean operations models, so we offer a create synthesis of working remotely from pretty much anywhere as well as at geographically dispersed numerous centres of competence.

Grab your opportunity to work with ambitious Industry disruptors and innovators, as well as companies with international multi-country and region reach and years of successful operation.

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