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 or Sportsbook service from the end user’s perspective.
Perform other duties, as asked by the manager, related to this position and that meet the qualifications.
To communicate with operators and handle incoming requests via e-mail and Gaming Trouble Ticketing System and any other system trained.
To perform initial technical investigation
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