Company active in the development, production, and distribution of a wide range of products for the gaming industry
The main mission is to provide local gaming operators with high-quality products and development opportunities for our partners, enabling them to deliver the best experience to end-consume
RESPONSIBILITIES
Team Leadership
Provide leadership and guidance to the customer support team, ensuring a high level of motivation, engagement, and collaboration
Foster a positive and customer-centric culture within the team
Conduct regular team meetings, performance reviews, and training sessions
Technical Expertise
Possess in-depth knowledge of our products, services, and technical systems to effectively address customer inquiries and issues
Stay abreast of industry trends and technological advancements to provide informed support
Customer Issue Resolution
Oversee the resolution of complex technical issues, ensuring timely and effective solutions
Collaborate with cross-functional teams, including product development and quality assurance, to address recurring issues and improve overall product performance
Process Improvement
Identify areas for process improvement within the customer support workflow
Implement and refine support processes to enhance efficiency and customer satisfaction
Training and Development
Conduct training sessions for customer support representatives to enhance their technical knowledge and customer service skills
Develop and maintain documentation for common customer issues and solutions
Customer Communication
Communicate technical information clearly and effectively to both technical and non-technical customers
Manage customer expectations and ensure timely updates on issue resolution progress
REQUIREMENTS
Bachelor’s degree in a relevant technical field
Proven experience in a technical support or customer support leadership role
Strong technical aptitude and the ability to grasp complex technical concepts
Excellent communication, interpersonal, and leadership skills
Experience with customer support software and ticketing systems
Analytical mindset with a focus on continuous improvement
