Raise Gaming is an innovative gaming technology company active in the field of i-gaming software solutions focusing on Virtual and Lottery games. Our mission is to deliver entertaining and engaging content for our partners and their customers as we know better in the field of i-gaming software the value of this business relationship. Our signature is the state-of-the-art design of our products, with a keen eye on detail, providing tailor-made and exclusive content. Raise Gaming is actively growing its team of talented individuals by seeking a junior Customer Support Specialist.

Job Description

We are searching for a friendly and highly analytical customer service specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

A top-notch Customer Service Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction. Ultimately, you will help establish our reputation as a company that offers excellent customer support during pre-sales and after-sales procedures.

Tasks:

-Promptly responding to customer queries or questions and handling them via email, live chat, video, phone, and social media channels.

-Immediately escalating serious complaints or issues that you are not equipped to deal with.

-Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

-Update our internal databases with information about technical issues and useful discussions with customers

-Inform customers about new features and functionalities

-Follow up with customers to ensure their technical issues are resolved

-Assist developers’ team in QA testing

-Liaising with colleagues or managers to find the best solutions to customers’ issues.

-Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

-Maintaining a polite, helpful, and professional manner at all times.

-Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

-Familiarizing yourself with new products and services as they are introduced.

-Attending company workshops and meetings as required.

-Providing training to new customer service agents.

-Collecting feedback on customer satisfaction

-Occasional offer administrative tasks.

-Performs other related duties as assigned.

-Respecting client confidentiality at all times.

 

The ideal candidate should have:

-High school diploma or equivalent.

-Superb written and verbal communication skills in English.

-Proficient computer skills with the ability to learn new software.

-Practical experience with help desk software, such as Jira, Slack, and CRM software is a plus.

-Previous experience in a customer service role is a plus.

-Hands-on experience in Quality Assurance.

-The ability to respond appropriately under pressure.

-Great people skills and ability to communicate feedback.

-Good organizational skills, knowledgeable in goal-setting practices

-Problem-solving capabilities to create meaningful strategies to improve support quality.

-Sound judgment and excellent problem-solving skills.

-A positive attitude and the ability to build relationships with clients.

-The flexibility to work irregular hours, when required.

-The ability to speak a second language (Italian preferred) is a plus.

-Multi-tasking abilities.

 

We offer:

-Raise Gaming’s hybrid working model empowers both remote and in-office work.

-A competitive salary based on experience and skills.

-Continuous training for all your learning and development needs.

-Development and networking opportunities

-A buddy will support you with your onboarding.

-Dynamic, friendly and cooperative environment

 

Valuing diversity at Raise Gaming means recognizing and respecting human differences and similarities. Raise Gaming is committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry or place of origin.