Support Specialist
O
OptiplayIGaming
Poland. Ukraine. Germany. Cyprus, 08:00–12:00 CETFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (B2+)
- Experience
- 2+ years of experience in Customer Support, Technical Support, Help Desk, or a similar role. 1+ years QA experience
- Required Skills
- SQLQARESTful APIsJSONCustomer supportZendeskServiceNow
Requirements
- 2+ years of experience in Customer Support, Technical Support, Help Desk, or a similar role.
- 1+ years QA experience
- Strong communication skills in English (B2+ level).
- Experience working with ticketing systems (Zendesk, Freshdesk, ServiceNow, etc.).
- Basic understanding of web technologies, APIs, JSON, HTTP requests, and browser developer tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
Responsibilities
- Provide first-line support to operators and business partners via email, ticketing systems, and chat.
- Investigate and resolve issues related to game functionality, player sessions, transactions, jackpots, and integrations.
- Monitor incoming incidents and ensure timely responses according to SLA requirements.
- Escalate complex technical issues to Development, QA, or DevOps teams when necessary.
- Collect, analyze, and document issue details to facilitate troubleshooting.
- Maintain internal knowledge base articles and support documentation.
- Assist with game release support and post-launch monitoring.
- Participate in incident management and root cause analysis activities.
- Collaborate with Product, QA, and Engineering teams to improve service quality.
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