Customer Support Representative

Location Taipei, Taiwan
Job Type Exclusive
Salary $6,000 to $24,000 pa
Reference 25705

Company:

Our client is the world’s leading B2B iGaming provider. Thanks to their company culture and its fast-moving industry, our client provides a chance to work in a dynamic and engaging environment with numerous social benefits. The company’s innovative approach to product development and on-going expansion attracts ambitious talent and stimulates career growth possibilities. This role will be based in Taipei, Taiwan.

Duties and Responsibilities:

  • To monitor multiple Chat dashboards.

  • To handle end users’ queries in live chat and ensure prompt response.

  • To inform end-users in the live chat about any service irregularity.

  • To resolve any end-users’ disputes in the live chat and escalate to the next level of support for higher level of intervention and log in complaints if the technical verification of the 1st line Customer Support is required.

  • To sustain discipline in the live chat.

  • To verify and ensure the quality of operators’ Live casino service from the end user’s perspective.

  • Perform other duties, as asked by the manager, related to this position and that meet the qualifications.

  • Replace colleagues during their vacations, sick leaves and other absences.

  • To communicate with operators and handle incoming requests via e-mail and  Trouble Ticketing System and any other system trained.

  • To perform initial technical investigation basing on the information in our client's Back office and game server logs, Kibana and systems trained.

  • To mediate between Technical Department and operators and to keep operators informed about any service irregularities.

  • To follow response and resolution times of the requests.

  • To provide resolutions of the investigated cases to the operators.

  • To cooperate with the next level of Technical Support.

  • Respect colleagues and work in team

Qualifications:

  • High School education

  • Excellent knowledge of English

  • Basic level of computer skills

  • High sense of responsibility

  • The ability to accurately fulfil the direct management orders and work tasks

  • The ability to work in a team

  • the ability to work in shifts (including night)

  • Must be situated in Taiwan

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