Responsibilities:
- Be responsible for serving platform users through channels, chat, and email;
- Opening and monitoring of internal and external tickets;
- Ensure delivery of requested demands;
- Analyze incidents and requests for support and services, promptly and correctly responding to customer requests, recording and solving according to technical procedures;
- Act in solving problems and doubts of customers;
- Responsible for effective customer relationship management and feedback;
- Ensure high customer satisfaction by being measured by ticket evaluation metrics (CSAT);
- Gather structured, data-driven insights and interact with the Customer Success team;
- Provide support to other departments in secondary activities related to support such helping with translations, sending emails, platform, payment systems, and SMSs testing;
- Analysis of accounts and documents to identify patterns of betting, transactions, and fraud;
Skills:
- Minimum experience of 6 months in any area of customer service, both in the context of face-to-face or online service;
- Residing in Azerbaijan;
- English at the conversational level (training and routine takes place in English);
- Basic knowledge of Windows and Microsoft tools, internet browsers;
- Availability for full-time work;
- Flexibility to adapt to rapid changes;
- Attentive, punctual and patient;
- Willing to work a flexible work schedule.
- Desirable: Knowledge of help desk tools (Freshdesk, Zendesk, MilDesk, etc).
We Offer
- Full-time, remote work
- Training for an in-demand IT industry position
- Supportive management and an ambitious, friendly team
- Career growth opportunities
Important: We are looking for an employee from Azerbaijan only, some tasks require local residence
