Remote Customer Support Specialist

Summary

The job is for a Customer Support Specialist in an online gaming company. The role involves providing first line support to new clients, handling customer queries via live chat, emails, and phone calls, conducting KYC and AML checks, and participating in marketing activities.

Requirements

• Proven experience as a Customer support or relevant role in international or Western Europe oriented online product
• Fluent spoken and written English
• 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 of working with a CRM system, 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

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
• 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, try and test the new offers, collecting first-hand feedback

Preferred Qualifications

Experience of work in high risk industries, forex, crypto currencies, gaming, betting and gambling is hugely advantageous

Benefits

Work remotely from pretty much anywhere as well as at geographically dispersed numerous centres of competence