Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English, Portuguese, Spanish

Hard Skills

Network Troubleshooting Application Programming Interface (API) Case Management Systems Event Logging Escalation Management Engineering Documentation Knowledge Base User Feedback Process Improvement Customer Centricity

Other Skills

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Teamwork
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Prioritization
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment
Familiarity with REST APIs and troubleshooting API calls
Fluency in English and Spanish is required; Portuguese is a plus
Proficiency in using ticketing systems (e.g., Jira) or similar platforms

Requirements:

Address client inquiries and technical issues via phone, email, and chat, Skype ensuring quick and professional responses
Guide customers through troubleshooting steps to resolve technical problems
Diagnose and resolve software, system, or network-related issues
Collaborate with team members to address complex issues and share insights during team meetings

Alea

About Alea

Alea is an award-winning leader in the field of online gaming, with a decade of experience in the industry. Being a data-driven game aggregation platform, it focuses on collecting and analysing data to provide unique insights into player behaviour and preferences. With a portfolio of over 10,000 games from various providers, Alea distributes these games to casinos globally. By analysing patterns across markets and leveraging their deep understanding of player behaviour, Alea offers customised game libraries tailored to the preferences of players. We aim to create a remarkable experience whether it’s for your players, our associates, or our employees. Our rapidly expanding team up to our first-class standards always keeping our goals in mind. We look for people with a strong personality and a positive spirit; people who will thrive in a unique, diverse and fun environment. Proactive, energetic, and dynamic people are valued, but you also need a lot of energy. We work hard but we also take time to enjoy our beautiful office! If you have the skills and dedication to join us, we are waiting to hear from you.

Founded: 2018

Company size: 51 - 200

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Job description

About the role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.

Key Responsibilities

Customer Support

Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.
Guide customers through troubleshooting steps to resolve technical problems.
Follow up with clients to confirm issue resolution and gather feedback on the support experience.

Technical Troubleshooting

Diagnose and resolve software, system, or network-related issues.
Escalate recurring or complex issues to higher-level support or relevant teams.
Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.

Collaboration and Knowledge Sharing

Partner with team members to address complex issues and share insights during team meetings.
Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.
Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.

Process Improvement

Provide feedback on recurring issues to help identify areas for product and process improvement.
Suggest and implement ideas to enhance the customer support experience.

Required Qualifications

Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
Technical Knowledge:
- Familiarity with REST APIs and troubleshooting API calls.
- Experience with log review and metrics analysis using tools like Kibana.
- Basic software and technical concepts (engineering degree not required).
Languages: Fluency in English and Spanish is required; Portuguese is a plus.
Skills:
- Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
- Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.