Customer Support Agent
New
J
JobgetherSocial gaming
A fully remote position for candidates based in Brazil.Full-Time
Salary not disclosed
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Job Details
- Required Skills
- ZendeskCustomer support
Requirements
- Have proven experience in a customer service or support role.
- Have experience managing high volumes of inquiries across email, live chat, and social media.
- Demonstrate strong writing skills and communicate clearly, professionally, and empathetically.
- Be able to investigate and resolve escalated cases, take ownership, and follow issues through to completion.
- Have hands-on experience with Zendesk and familiarity with ticket management systems and structured support workflows.
- Understand service-level agreements, response-time expectations, performance indicators, and ticket prioritization.
- Demonstrate organization and attention to detail while managing operational tasks, documentation, reports, and competing priorities.
- Collaborate effectively, share information, and contribute to a supportive team.
- Adapt to changing priorities and contribute to process improvements.
- Experience in social gaming, iGaming, or another regulated, customer-focused industry is an advantage.
- Interest in mentoring colleagues and developing toward operational or team leadership responsibilities is desirable.
Responsibilities
- Handle customer inquiries and complaints through email, live chat, and social media, from initial contact through resolution.
- Investigate and resolve challenging or escalated customer issues, collaborating with relevant teams and keeping customers informed.
- Track ticket queues, identify potential SLA risks, and help prioritize or redistribute workloads.
- Complete Big Winners, Play Safety, Legal View, end-of-shift reports, and Zendesk problem tickets accurately and on time.
- Engage high-value customers, build loyalty, identify upselling and cross-selling opportunities, and provide personalized support.
- Assist with onboarding and mentoring support agents, and share best practices and internal procedures.
- Identify recurring customer concerns and trends, communicate insights to the Customer Support Manager, and suggest improvements.
- Follow established processes, meet performance targets, and uphold professional standards.
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