2nd Line Support Specialist

We are looking for Second Line Support Specialist to act as front liners in analysing customer needs and providing technical support for our outsourced Customer Support department.

What will you be doing?

• Provide support to our outsourced and in-house CS team in order to solve customers’ queries;

• Build relationships with game providers and other departments in order to solve customers’ queries and issues;

• Keep track of issues faced by customers;

• Propose improvements in order to avoid the interruption of play and increase the overall customer experience;

• Provide ongoing support, refreshment/follow-up/quality analysis to all CS Agents;

• Monitor CS Agents in liaison with localised Customer Operations Manager on performances and provide feedback and recommendations for any additional training needs to management;

• Take part in, and sometimes lead, various projects within the CS department;

• Actively seek and manage ways of improving existing processes & enhancing the customer experience by reviewing survey responses providing necessary feedback to management.

Who are we looking for?

• At least 1 year of experience within a customer service role, ideally within the iGaming industry

• Fluency in Finnish and English languages

• Experience with Office Suites and Google Apps (Docs, Sheets, etc)

• Organised with strong attention to detail

• Good communication skills and interpersonal skills

• Good negotiation and persuasion skills

• Ability to work independently

• A team player willing to work within a tight-knit team

Start Date: As soon as we find a match!