Customer Support

Spinomenal is a dynamic force in the online casino sector, bursting onto the scene in 2014. Renowned as one of the fastest-growing content creators in the iGaming industry, Spinomenal serves as a playground for fostering creativity and collaboration. By nurturing an environment where employees thrive on teamwork and communication, Spinomenal maintains a rapid pace of innovation and development. This dedication to collective effort and shared vision has propelled Spinomenal to success, delivering captivating and cutting-edge gaming experiences to players worldwide.

Our Customer Support team is the frontline heroes, providing top-notch service and assistance to our clients and customers. You'll tackle technical issues head-on, ensuring everyone stays happy and satisfied. This role is all about troubleshooting, problem-solving, and clear communication with both tech-savvy users and those who need a bit more guidance. Join us and be the friendly face that keeps everything running smoothly!

Requirements:

Education: A degree in Computer Science, Information Technology, or a related field is an advantage
Experience: Proven experience in customer support, technical support, or a similar role. Experience in the iGaming industry is a plus
Technical Skills: Strong understanding of computer systems, mobile devices, and other tech products. Familiarity with remote desktop applications and help desk software
Problem-Solving: Ability to diagnose and resolve basic technical issues. Excellent problem-solving and analytical skills
Communication: Excellent communication skills, capable of explaining complex information clearly and concisely
Customer-Oriented: Strong customer service orientation with a patient and empathetic attitude
Teamwork: Ability to work well in a team environment, collaborating with other departments as necessary
Continuous Learning: Willingness to continually update knowledge of the company's products and tech trends

About the team:

The Customer Support Team is responsible for providing frontline support and service to clients and customers, addressing technical issues, and ensuring a high level of customer satisfaction. This role involves troubleshooting, problem-solving, and communicating effectively with both technical and non-technical users.

Responsibilities:

Client Interaction: Serve as the first point of contact for customers experiencing technical issues, providing prompt and accurate customer service
Issue Resolution: Diagnose and troubleshoot software, and network issues. Provide timely resolution of technical problems to ensure minimal disruption to the client
Escalation: Escalate unresolved issues to the appropriate internal teams, such as second-tier support or development teams. Follow up on escalated issues to ensure resolution
Documentation: Document technical knowledge in the form of notes and manuals. Maintain detailed records of customer interactions and steps taken to resolve issues
Feedback Loop: Provide feedback to the team and management on recurring customer issues, potential improvements, and customer suggestions
Training: Occasionally conduct or assist with product training sessions for clients, helping them understand features and best practices
Monitoring and Reporting: Monitor customer service and technical support metrics. Prepare and present reports on incident trends and areas for improvement

Advantages:

Working knowledge of technologies such as JavaScript, HTML, CSS , JSON, SQL
Candidates with a QA-oriented background
familiarity with cloud environments