Job description
Customer Support Specialist
Remote | Full-Time
At Patrianna, we’re seeking a dedicated Customer Support Specialist who thrives in a fast-paced, evolving environment and is passionate about delivering exceptional customer service. This role is ideal for someone highly communicative, resourceful, and driven to exceed customer expectations. As part of our 24⁄7 global support team, you’ll handle customer inquiries via email, live chat, and phone while contributing to the success and growth of our team.
Key Responsibilities
- Customer Interaction: Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone).
- Problem Resolution: Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions.
- Escalation Handling: Manage complex or high-priority customer issues and guide junior agents through difficult situations.
- Product Insight: Recommend relevant products or services by analyzing customer feedback and usage trends.
- Customer Engagement: Go the extra mile to enhance customer satisfaction and promote brand loyalty.
- Record Management: Maintain accurate and detailed logs of all customer interactions and update customer records.
- Performance Goals: Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment.
- Process Improvement: Share best practices and contribute ideas to enhance customer support operations.
Qualifications
- Experience: Minimum 2+ years in a customer service role within the iGaming or social casino industry, with experience handling escalations and mentoring junior agents.
- Education: Bachelor’s degree preferred, or at least 2 years of college education.
- Skills:
- Proficient in Zendesk and general IT systems.
- Strong communication and presentation skills in English (written and spoken).
- High emotional intelligence and the ability to adapt to a variety of personalities.
- Exceptional multitasking, prioritization, and time-management skills.
- Mindset: Customer-centric, proactive, and able to work independently without close supervision.
Technical Requirements
- PC: Self-provided laptop/PC (Intel i5 4th Gen or higher, Windows 10 or newer)
- RAM: Minimum 8 GB
- Storage: Minimum 1 GB available HDD space
- Internet: Reliable Ethernet connection with 10 Mbps upload/download speeds (plus backup connection)
- Equipment: USB noise-canceling headset and webcam for meetings
Benefits
- Competitive salary
- Flexible and fully remote work environment
- Opportunities for training and career development
- Potential for growth within a global and rapidly expanding company
About Patrianna
Patrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you’re eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.
