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RNG Customer Support Engineer (L1)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Ukraine

Offer summary

Qualifications:

Bachelor's degree or equivalent work experience, Proven experience in customer service, Strong problem-solving and analytical skills, Excellent communication skills, verbal and written, Knowledge of Microsoft 365 tools.

Key responsabilities:

Respond to customer inquiries promptly
Identify and resolve technical issues
Provide guidance and instructions to customers
Document interactions using CRM software
Collaborate with teams for complex issues

Pragmatic Play Computer Software / SaaS Large https://www.pragmaticplay.com/

1001 - 5000 Employees

See more Pragmatic Play offers

Job description

Description

Position at ARRISE

About us:

ARRISE is a leading supplier of player-favourite content to the iGaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.

This role is with the ARRISE group.

ARRISE welcomes talented professionals to join our challenging and dynamic project as RNG Customer Support Engineer. We are looking for passionate, innovative, results-oriented specialist with heart-deep commitment to success to be a part of our company.

Successful candidates should correspond to the following required competencies:

Primary responsibilities:

Respond to customer inquiries and support requests promptly and professionally.
Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients.
Conduct analysis and analytics of the requested information.
Report bugs, malfunctions, or any unpredictable behavior of the software.
Provide step-by-step guidance and instructions to customers to resolve problems.
Collaborate with cross-functional teams, such as account managers or technical support, to escalate and resolve complex issues.
Using a ticketing system or CRM software, document and track customer interactions, including issues, resolutions, and follow-up actions.
Help Support peers with day-to-day tasks and professional development by sharing knowledge.
Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.

RNG Customer Support Engineer also performs other duties as necessary in executing their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiency requirements:
Bachelor's degree (or equivalent work experience).
Proven experience in customer service or related roles.
Strong problem-solving and analytical skills.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
Proficiency in using ticketing systems, CRM software, and other support tools.
Knowledge of Microsoft 365 tools (MS Teams, Microsoft Word, SharePoint, etc.).
Ability to work independently and as part of a team in a fast-paced environment.
Strong time management and organizational skills with the ability to prioritize tasks effectively.
Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
Multitasking. Customer Support Engineers should be able to handle multiple customer inquiries simultaneously or juggle various tasks. They should be able to multitask efficiently, prioritize tasks, and manage time effectively.
Tech-savvy. They should be an advanced PC user, being able to easily learn to work with any new tool or technology by using common guidelines and knowledge bases.
English level Intermediate or higher.
Ukrainian level - good spoken and written.