Customer Support Specialist

Summary

Join Patrianna's Customer Support Team as a dedicated Customer Support Specialist. You will provide exceptional customer service, resolving issues and answering queries through email, live chat, and phone calls on a 24/7 rotating schedule. Maintain accurate customer records and interaction logs. Identify problems, devise solutions, and follow up to ensure resolution. Recommend products or services based on customer needs. Meet and exceed performance targets. Go the extra mile to engage customers and foster positive experiences. This role requires a minimum of 1 year in customer service within the igaming industry and strong communication skills. Patrianna offers a competitive salary, flexible remote work, training and development opportunities, and potential for career growth.

Requirements

• Minimum of 1 year in a customer service role, in the the igaming industry (casino/sportsbooks/social gaming)
• Bachelor’s degree preferred or at least 2 years of college education
• Strong contact handling and active listening skills; proficient with Zendesk and IT systems; excellent communication and presentation skills in English
• Customer-focused, adaptable to different personalities, able to multitask, prioritize, and manage time effectively without close supervision
• Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• Minimum 8 GB RAM, 1 GB HDD space
• Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider
• USB headset (noise-canceling), web camera

Responsibilities

• Provide accurate information about products and services
• Resolve issues and answer queries swiftly and professionally
• Maintain and update customer records and interaction logs accurately, ensuring all communications are recorded and documentation is filed correctly
• Address customer complaints by identifying problems, devising effective solutions, and following up to ensure resolution
• Recommend potential products or services by analyzing customer needs and feedback
• Meet and exceed weekly, monthly, and quarterly targets aligned with the company's KPIs and SLAs
• Go the extra mile to engage customers, fostering a positive experience and enhancing customer satisfaction

Benefits

• Competitive salary
• Flexible, remote work environment
• Opportunities for training and development
• Potential for career growth in a rapidly expanding global company