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RNG Customer Support Engineer (L1)

Pragmatic Play

Role overview

Qualifications

  • 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

Responsibilities

  • Respond to customer inquiries and support requests promptly and professionally
  • Identify, troubleshoot, and resolve technical issues faced by Operators or their clients
  • Conduct analysis and analytics of the requested information
  • Document and track customer interactions using a ticketing system or CRM software

Key facts

Hard skills

RemedyForce (Ticket Management Software) Microsoft 365 Customer Centricity

Other skills

  • Problem Solving
  • Analytical Skills
  • Customer Service
  • Multitasking
  • Communication
  • Time Management
  • Teamwork
  • Organizational Skills

About the company

Pragmatic Play logo

Pragmatic Play

Sports Betting & iGaming

Your favourite games, every time. Pragmatic Play is a leading supplier of content to the most successful global brands in the iGaming industry. We work closely with software development and services company ARRISE to power up new possibilities of play through a single API, offering a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies. Driven by a persistence to craft immersive entertainment experiences, we consistently deliver games that players love time and time again.

Company details

Company typeLarge
IndustrySports Betting & iGaming
Company size1001 - 5000

Links

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Job description

Description

Position at ARRISE

About us:

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide. 
 
Our global team of talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
 
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success. To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.
 
Be part of the future of iGaming with ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here! 
 
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. 
  • Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software. 
  • 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 they deem necessary in the execution of 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 knowledgebases. 
  • English level Intermediate or higher. 
Company offers:
  • Long-term employment. 
  • Flexible timetable. 
  • Comfortable working conditions. 
  • Paid vacation and sick leaves. 
  • English lessons, gym. 
  • Competitive salary level. 

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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