Customer Support Agents role is to provide an unbeatable experience for our clients. This position will provide a service that exceeds our customer expectations, taking ownership and ensuring queries and issues are resolved on the first contact. This role will put our customers at the heart of everything we do. 

Your day-to-day

• Serve as the initial point of contact and take ownership of our B2B customers, addressing their inquiries, concerns, and issues through various channels
  
• Provide B2B customer support services on a 24x7 basis, following rostered schedules
  
• Build and maintain strong relationships with our B2B clients, engage in chat support, understanding their unique needs and requirements
  
• Effectively route and escalate cases to technical, legal, commercial, finance, developer or product teams as necessary
  
• Redirect referrals and inquiries from the marketplace to the respective leads and commercial team
  
• Assist with maintaining information in our CRM system as well as document customer interactions and maintain accurate records of customer inquiries, resolutions, and feedback
  
• Stay up-to-date with our products, services, and industry trends as well as collaborate with internal teams to provide accurate and relevant information to customers
  
  

Your background and mindset

• Previous experience in a customer support role, preferably in a B2B environment
  
• Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner
  
• Strong problem-solving skills, with the ability to analyse and resolve complex customer issues effectively
  
• Patience, empathy, and a genuine desire to assist customers and provide exceptional service
  
• Proficiency in using customer support software, ticketing systems, and CRM tools
  
• Ability to multitask, prioritise, and manage time effectively in a fast-paced environment
  
• Excellent verbal and written Spanish and English communication
  
• Previous experience in iGaming is a plus
  
  

Please note, we don't offer a relocation support for this position!