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Unified Competitive Wages. Great Benefits. Positive Work Environment.

Senior Product Support Specialist

Product Support Team

Positions
1
Location
Malta

Position Overview:

Providing client support services by following up on client requests and internal escalations through JIRA ticketing system and phone interactions. You will assist the Client Services Manager in driving a culture of customer excellence with a high level of focus on the growth of the Product Support Team, both operationally and at an individual level.

 

Essential Job Functions:

  • Ticket Management; to handle incoming queries providing solutions within defined targets; in addition, ensure all tickets are followed through to a satisfactory conclusion and in a timely manner as per service SLA. Aim to resolve most issues at 1st point of contact, take ownership of User related problems and is pro-active when dealing with User issues.
  • Assist the Product Support Specialists with complex issues by diagnosing problems and providing resolutions within the defined SLAs.  Assume the resolution ownership when issues are escalated. Including direct communication with clients, both written and through phone calls in a professional and timely manner.
  • Review and distribute pertinent cross-functional information, including regular KPI reporting.
  • Provide coaching and mentoring to improve the quality and accuracy of troubleshooting as well as driving down the operational costs.
  • Improve internal Support references by writing and maintaining documentation.
  • Leading the Support Resources and assisting the Client Services Manager with the day-to-day operations with the aim of achieving the Support Team KPIs.
  • Working business hours during weekdays and Sunday morning shift on roster basis, with the flexibility of working from home occasionally.

 

Essential Requirements:

  • Excellent written and interpersonal communication skills;
  • Excellent troubleshooting skills and strong organisational and prioritisation skills
  • Mature and responsible to work autonomously and responsibly
  • A flair for helping customers and providing an excellent customer experience
  • Fluent in English language, both spoken & written
  • Excellent interpersonal communications skills
  • Advanced organizational / priority-setting skills
  • Previous experience in a senior role within a client support related function
  • Experience within the iGaming industry will be considered an asset.
  • Business management qualification.