RNG Customer Support Shift Lead (L1)
ARRISE
1 day ago
Full-time
On-site
Poland
Customer Operations & Support
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.
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!
Responsibilities:
- SLA control, priority tickets deadlines monitoring.
- Organization of the shift's staff workload.
- Assistance with complex tasks.
- Critical cases monitoring in Jira, Telegram and free Teams, and internal Teams channels.
- Train the team on the new processes and algorithms.
- Assistance with the new team members’ adaptation after onboarding period.
- Tracking shift quality and performance.
- Collaborate with the team to identify and fix issues in time, resolve requests.
- Communicate with customers to share updates regarding tasks.
- Performing on-demand tasks from Management.
Professional skills:
- At least 1.5 years in a Customer Support Engineer or similar position.
- Strong analytical skills to investigate and resolve support tickets.
- Able to work with cutting edge technology and assimilate information rapidly.
- Manage and monitor systems to drive troubleshooting.
- Good knowledge of English (Upper-Intermediate level or higher).
General Skills:
- Leadership skills.
- Strong problem solving and communication skills.
- Able to multi-task efficiently under time pressure.
- Strong problem-solving aptitude.
Company offers:
- Long-term employment.
- Flexible timetable.
- Comfortable working conditions.
- Paid vacation and sick leaves.
- English lessons, gym.
- Competitive salary level.