Customer Support Specialist
EveryMatrix is looking for a Customer Support Specialist to join its growing Platform Division. The role involves assisting clients with payment processing needs and queries while collaborating with various departments to provide an exceptional support experience.
The successful candidate will act as a primary point of contact for clients, ensuring that all processing requirements are met and technical issues are addressed efficiently. This position requires a proactive approach to monitoring platform performance and maintaining high standards of service.
- Monitoring the payments platform and reporting any observed transaction issues.
- Assisting clients with all queries regarding the payment platform, reported over email or chat.
- Creating and following up until resolution on priority 3 and 4 incident tasks to fix technical issues in the payment platform.
- Signaling and transferring priority 1 or 2 incident tasks to the technical department.
- Opening configuration tasks to tailor payment methods and the user interface in accordance with client requests and needs.
- Manually syncing or changing transaction statuses if necessary to correct issues in automatic processing.
- Acknowledging and taking action based on alerts received in cases of disruption to transaction processing, user registration, log in, responsible gambling limits, and other platform issues.
- Sending official notifications to clients regarding changes in transaction processing and scheduled or unscheduled maintenance.
- Working closely with different departments to be the first point of contact for clients and ensure all processing needs are met.
- Notifying internal departments of any matters that would create a block for transaction processing or any needs identified in the best interest of clients.
- Maintaining in-depth knowledge of all department-related procedures and software functionality.
- Assisting with transaction processing and communication with the client during platform migrations.
- Excellent English skills, B2 level or higher (required).
- Previous experience with online payment processing or chat/email customer support (preferred).
- Computer savvy (required).
- Logical approach, high attention to detail, accuracy, and ability to multi-task (required).
- Excellent written and verbal communication skills (required).
- Active listener with a proactive work ethic (required).
- Ability to follow documented procedures and apply logical thinking to find new solutions (required).
- Willingness to continuously learn and improve (required).
- Highly organised and focused on the client experience (required).
- Ability to work independently and cooperate within a team (required).
- Time management skills (required).
- Ability to understand and communicate technical problems concisely and professionally (required).
- Salary of 750 EUR net/month plus food allowance.
- Start with 22 days of annual leave, increasing by 2 days each year up to 32 days by the fifth year.
- Hybrid work schedule available after the first three months, with up to 50 days of work from home per year.
- Two Free Fridays each year, limited to one per quarter.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access to online learning platforms like Udemy for Business and LinkedIn Learning, plus a budget for external training.
- Access to an Employee Assistance Program through TELUS Health.
- Office perks including parking, on-site massages, and team-building activities.
- Access to office facilities including a pool and gym.
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.