Customer Support Representative

We believe players should be able to enjoy their favorite games in their favorite places—without sacrificing the excitement of on-site gaming. That’s why our products allow users to access a variety of physical slot machines and ETGs from anywhere through modular design, real camera views, sound captures, and a cutting-edge interface.

We are a fast-growing tech company in the online gaming industry. We provide cutting-edge software solutions and support for our clients. As a Support Engineer you will play a crucial role in ensuring our clients' technical issues are resolved efficiently, providing exceptional customer service and maintaining strong relationships with our clients. If you are passionate about technology, have excellent problem-solving skills, and thrive in a fast-paced, dynamic environment, we are the perfect place for you to grow your career.

Job Overview:

The Second Level Support Specialist plays a critical role in delivering advanced technical support to customers, ensuring high satisfaction levels. This position involves diagnosing complex issues, collaborating across teams, and maintaining detailed documentation.

Responsibilities:

- Investigate and resolve escalated technical issues requiring in-depth product knowledge

- Analyze complex problems and provide timely solutions.

- Communicate effectively with customers to clarify issues.

- Provide clear instructions both verbally and in writing.

- Collaborate with R&D teams on specialized issues.

- Maintain detailed records of troubleshooting processes and solutions.

- Identify trends and collaborate on long-term solutions.

- Serve as an escalation point for complex first-level issues.

- Ensure communication with all stakeholders aligns with the company’s SLA.

- Conduct quality assurance on resolved issues to maintain high standards.

- Offer feedback to enhance support processes.

- Prepare comprehensive product documentation.

Requirements:

- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.

- Experience in a second-level technical support role for up to 3 years.

- Strong analytical and problem-solving abilities.

- Excellent communication and interpersonal skills.

- Ability to work both independently and as part of a team.

- Relevant technology certifications are advantageous.

- Basic understanding of APIs.

- Proficiency in reading logs.

- Knowledge of system health metrics and alerts.

- Willingness to work night shifts.

- Experience with databases (e.g., MongoDB), Jira, ticketing systems, and back-office operations.

Once a week arriving at the office is a Must.