2nd Line Support Agent

One of our clients are looking for a 2nd Line Support agent to join their team to help improve the customer experience of their online casinos.

Key Responsibilities

Handling cases escalated from 1st-line support

Build relations with game providers and other departments to resolve customers’ queries and issues

Escalating issues to Operations Team and third-party payment and game providers

Be point of contact for 1st-line support when they need assistance

Guiding and educating 1st-line support to make sure they are proactively solving cases

Work together with Payments Team to solve problems regarding customers queries

Work together Operations Team to solve problems and improve current systems

Understanding and following procedures for the Customer Support department and reporting any abnormality to the closest manager

Skills & Experience

At least 1 year of experience in a customer service role, ideally within the iGaming industry;

Experience in working with different back offices and online tools

Good understanding of the online casino industry

Good communication and people skills

Ability to listen and come up with solutions to customers problems

Excellent computer skills and eye for the detail

Ability to work independently and as a part of a team

Able to handle pressure

Be flexible when it comes to working hours

Fluent level of English language

Fluent level of Norwegian, Finnish, German or Japanese language considered a plus

Experience in being the point of contact for different types of escalations will be considered an advantage

Training/coaching experience will be considered an advantage

Other Benefits

Flexible working hours with core hours at the office

€500 Wellness allowance

Educational courses and conferences paid by the company

+ other team and company events that happen on a regular basis

If you would be interested in helping us shape up our 2nd line support, as well as having the chance to grow with us, then this job is for you!

Send CV to charlotte@nordicjobsworldwide.com for further info and details