Tech Support Agent

Alea is an award-winning leader in the field of online gaming with years of experience in the industry. We are tech innovators that are revolutionising the gaming industry by delivering the most effective aggregation platform that enriches the industry and creates an unique experience for players, our clients and our employees.

We are passionate about what we do and we have grown to a community of diverse nationalities, personalities and skill sets. We are expanding and always looking for passionate, brilliant and committed professionals that can help Alea to get to the next step and consolidate us as market leaders.

We're looking for a talented and experienced Tech Support Agent to join our dynamic team. If you're passionate about technology, fluent in multiple languages, and thrive in a fast-paced environment, we want to hear from you! Preferably the candidate will be currently living in a (GMT+8 or GMT-6/-8). Full-time position with the ability to work Saturdays and Sundays (shift Thursday - Monday) is mandatory. 

You will:

• Handle client requests and issues through various communication channels (phone, email, chat) with professionalism and efficiency.
  
• Communicate clearly to resolve issues promptly and follow up to ensure resolution.
  
• Diagnose and resolve technical issues, guiding clients through troubleshooting steps.
  
• Identify and escalate recurring issues.
  
• Document and track issues using ticketing systems, managing multiple tickets simultaneously.
  
• Collaborate with team members to resolve complex issues and participate in team meetings.
  
• Provide feedback on recurring issues and potential improvements.
  
• Use, update, and create documentation and guides for knowledge bases.
  
• Share knowledge and best practices with the team.
  
• Stay updated with industry trends and tools, participate in training sessions, and learn new tools and processes.

Required qualifications:

• Minimum of 2 years in a tech support role ideally within a tech or SaaS environment.
  
• Basic understanding of software and technical concepts (engineering degree not required).
  
• REST API knowledge and experience troubleshooting calls.
  
• Experience reviewing logs and analysing metrics using tools like Kibana
  
• Fluency in Spanish and English is required; Portuguese is a nice-to-have.
  
• Familiarity with ticketing systems, Jira or similar.
  
• Excellent verbal and written communication skills. Ability to explain complex technical concepts to a technical and non-technical audience.
  
• A strong desire to help clients and improve their experience with our products and services.
  
• Ability to work well within a team and collaborate effectively with colleagues.
  
  

Full-time position with the ability to work Saturdays and Sundays (shift Thursday - Monday) .