Customer Support Specialist

Summary

The job is for a Customer Support Specialist who will provide first-line support to online gaming clients, handle queries via various channels, manage client records, conduct KYC/AML checks, and participate in marketing activities. The role requires at least 1 year of customer support experience, fluency in English, knowledge of technologies, CRM systems, and time-tracking applications.

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

Responsibilities

• 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