Support Representative L1 (day + night shifts) in Retenza

Description
We are looking for Frontline Support (L1) - a specialist of the first line of support who will be responsible for the prompt processing of customer requests in the live chat and helpdesk system.

Requirements
Experience in Customer Support / Live Chat will be an advantage;

Basic understanding of the specifics of online casino / betting (deposits, withdrawals, bonuses, verification);

High level of multitasking - work with several chats / cases at the same time;

Attention to details - correct checking of client data, transactions, account statuses;

Ability to work with a large flow of requests;

Experience with CRM / HelpDesk systems;

Competent writing communication;

Resistance to stress and customer orientation;

Willingness to work in shifts;

English - from A2-B1;

Responsibilities
Processing chats / tickets with general questions (General Questions):
Including categories:

Withdrawal – general info
of the site

Expanded feedback on the site

Formation of the client card

Writing tickets from the financial department:

Writing tickets regarding unsuccessful payments of players (if there are no automatic letters from the BO from the financial department).

Writing tickets about successful payments of players (if there are no automatic letters from the BO from the financial department department).

Transfer of cases that are not included in the processing of the first line (Frontline Support (L1)) to the second line (Advanced Support (L2)).

Nice to have
Experience of working in iGaming / online casino or betting;

Understanding processes: deposits, withdrawals, bonuses, verification;

Experience of working with CRM / HelpDesk systems;

Experience of working in a multi-tasking environment with a large flow of requests;

Experience of working in a variable schedule (day / night shifts);

Stable KPI indicators at the previous place of work;

Willingness to develop to the position of Advance Support (L2).

Working conditions
Conditions work
Shift schedule 2\2 (07:00-19:00;07:00-19:00 - two days off - 19:00-07:00;19:00-07:00)
Hourly pay:

day shift — 2 USD/hour

night shift — 3 USD/hour

Additional bonus to 20% of base salary depending on KPI;

Stable payments;

Opportunity of career growth to Support Representative L2;

Working in a structured system with clear processes and KPI;

Team support and training at the start.