Customer Support Specialist

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We Are Sportingtech:

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Sportingtech is a multi-award-winning provider of turnkey betting and gaming solutions designed for regulated and emerging markets around the world. With offices in Malta, Bulgaria, London, Brazil and Portugal, our iGaming platform offers everything covering sportsbook, casino and retail via a modular system and intuitive back office for a fully omni-channel solution. Our unparalleled ability to cater for local-market customisation and operator preferences provides players with an optimal betting experience, resulting in proven growth for our rapidly expanding customer base.

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Where you Fit In:

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As a Customer Support Analyst, you will be part of our 24/7 support team, providing continuous, high-quality IT support and ensuring timely assistance for user inquiries. You will play a critical role in maintaining Sportingtech's gaming experience, leveraging your technical expertise and troubleshooting skills to deliver exceptional service in a fast-paced, shift-based environment.

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Who are You?

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You are a technical problem-solver with a strong customer service orientation. You have experience in service desk, helpdesk, or technical support roles and a solid understanding of IT fundamentals, software, and hardware systems. You are comfortable working in a 24/7 rotational shift environment, ensuring Sportingtech's operational success. With excellent communication skills and familiarity with ITSM tools like Slack, Jira, and Confluence, you thrive in a structured yet dynamic workplace, always looking for ways to improve efficiency and support quality.

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The impact you will have:

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• Deliver first-line support, addressing and resolving IT-related queries efficiently.
• Accurately log, monitor, and resolve incidents using ITSM tools.
• Participate in a 24/7 shift schedule, ensuring constant support availability.
• Utilize diagnostic skills to identify and resolve customer issues in online gaming systems.
• Achieve SLAs such as response and resolution times in collaboration with L1, L2, and L3 support teams.
• Manage customer expectations regarding estimated response times.
• Follow existing procedures and contribute to knowledge base documentation.
• Stay updated with latest IT and gaming industry trends, participating in ongoing training.
• Execute daily operational support tasks to maintain seamless business operations.
• Conduct impact analysis and ensure risk assessments are properly documented and acted upon.
• Support the preparation of regular reports on change management activities, KPIs, and trends for leadership review.
• Maintain detailed records of changes, outcomes, and lessons learned.
• Foster awareness and understanding of the change management process across the organization, providing training and support as needed.

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What we're looking for:

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• Experience: Prior experience in service desk, helpdesk, or technical support roles is preferred. Gaming industry experience is mandatory.
• Technical Skills: Strong understanding of IT systems, software, and hardware, particularly in online gaming platforms.
• Customer Service Orientation: A commitment to delivering excellent customer service and enhancing user satisfaction.
• Communication Abilities: Ability to communicate effectively with diverse users and team members.
• ITSM Tools: Familiarity with Slack, Jira, Confluence, and other IT service management tools.
• Process Adherence: Ability to follow structured procedures and work efficiently in a fast-paced environment.
• Availability: Willingness and ability to work rotational shifts, accommodating Sportingtech's 24/7 operations.

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Sportingtech is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, colour, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances. By applying for a role at Sportingtech, you acknowledge and agree to the terms of our Candidates and Employees Privacy Policy. Please read this policy carefully to understand how we handle your personal data.

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