RNG Customer Support Engineer (L1)

Customer support

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About us:

ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry.
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
This role is with the ARRISE group powering Pragmatic Play.
 

ARRISE powering Pragmatic Play welcomes talented professionals to join our challenging and dynamic project as RNG Customer Support Engineer. We are looking for passionate, innovative, results-oriented specialist with heart-deep commitment to success to be a part of our company. 

 
Successful candidates should correspond to the following required competencies: 
 
Primary responsibilities: 
  • Respond to customer inquiries and support requests promptly and professionally. 
  • Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients. 
  • Conduct analysis and analytics of the requested information.
  • Report bugs, malfunctions, or any unpredictable behavior of the software. 
  • Provide step-by-step guidance and instructions to customers to resolve problems. 
  • Collaborate with cross-functional teams, such as account managers or technical support, to escalate and resolve complex issues. 
  • Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software. 
  • Help Support peers with day-to-day tasks and professional development by sharing knowledge. 
  • Improve and keep up-to-date knowledge about the product, current support workflows, and procedures. 
RNG Customer Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer. 
 
Proficiency requirements: 
  • Bachelor’s degree (or equivalent work experience). 
  • Proven experience in customer service or related roles. 
  • Strong problem-solving and analytical skills. 
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals. 
  • Proficiency in using ticketing systems, CRM software, and other support tools. 
  • Knowledge of Microsoft 365 tools (MS Teams, Microsoft Word, SharePoint, etc.). 
  • Ability to work independently and as part of a team in a fast-paced environment. 
  • Strong time management and organizational skills with the ability to prioritize tasks effectively. 
  • Customer-oriented mindset with a focus on providing exceptional service and satisfaction. 
  • Multitasking. Customer Support Engineers should be able to handle multiple customer inquiries simultaneously or juggle various tasks. They should be able to multitask efficiently, prioritize tasks, and manage time effectively. 
  • Tech-savvy. They should be an advanced PC user, being able to easily learn to work with any new tool or technology by using common guidelines and knowledgebases. 
  • English level Intermediate or higher. 
  • Ukrainian level – good spoken and written.
Company offers: 
  • Long-term employment. 
  • Flexible timetable. 
  • Comfortable working conditions. 
  • Paid vacation and sick leaves. 
  • Medical insurance. 
  • English lessons, gym. 
  • Competitive salary level.

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