Position: Head of Support Slots and RNG
Company: Pragmatic Play
Category: Support
Experience required: 5y
English level: fluent
Published: 2023-01-01T00:00:00+02:00

Pragmatic Play is one of the world’s leading suppliers of online slots, casino, live dealer and bingo games with new and exciting products and verticals added on a continuous basis.

Pragmatic Play is one of the world’s leading suppliers of online slots, casino, live dealer and bingo games with new and exciting products and verticals added on a continuous basis. Pragmatic Play currently employs over 3,500 people in over 12 locations and has seen consistent, triple digit growth year on year. Our award-winning slots portfolio contains unique in-house content consisting of over 200 proven HTML5 games, available in many currencies, 31 languages and all major certified markets. Millions of players play our games every day across hundreds of operators such as Flutter, Bet365, Entain, Kindred, Gamesys, LeoVegas, Betsson and many others. We are a team of passionate individuals with the mission to provide best in class service to our clients and create games that players love time and time again.

The purpose of our customer & technical support teams is to offer a premium support experience to our clients (online casino operators), and partners (platforms & game aggregators). We strive to create value for our clients by providing the highest quality products and services and continually seek to improve them and to ensure consistent delivery and superior performance.

**Requirements:**
— At least 5 years’ experience in a senior tech support role.
— Previous experience in working on Customer Support platforms such as Freshdesk, Zendesk, Oracle etc.
— Excellent verbal and written English skills are a must.
— Web Technologies knowledge
— SQL knowledge
— Experience in basic Linux command line interface & utilities
— Experience with TCP/IP network stack
— Excellent MS Office skills.
— Experience in the igaming industry and/or software development an advantage but not a must.

**Key Responsibilities:**
— Overall responsibility for managing the Tech & Customer support team in our Slots division.
— Work with the team to ensure we have the right team structure & size in place to provide the desired service level and scale this in line with the rapid growth of our overall business.
— Analyse our current support KPI’s and processes and suggest improvements where required.
— Ensure processes are well documented, create trouble-shooting guides and ensure customer response templates are up to date.
— Grow & mentor the team to ensure the right skill set is present and developed.
— Redefine training protocols and ensure new agents have the appropriate know-how.
— Periodically present key KPI’s and stats to the VP of Support and/or senior management.
— Liaise with the development and technology teams to escalate certain requests and bug fixes.
— Liaise with the commercial teams to understand business priorities, operator requirements and desired SLA’s.

**Key skills:**
— Strong leadership, communication, and people skills: You will lead an expanding team and excellent leadership skills are a must. The role requires interaction with various teams across the company and for you to communicate effectively with a diverse group of stakeholders.
— Good understanding of technology: You have experience in similar roles and are familiar with digital architecture and digital platforms.
— Excellent problem-solving skills: You are analytical, logical and can analyse and dissect problems to understand issues and root causes.
— Process driven: You have experience in setting up customer and/or technology support workflows and processes. You are familiar with support related KPI’s as well as support platforms.
— Attention to detail: While understanding the big picture, you are organized and detail oriented. Nothing gets missed on your watch and you can lead projects to completion.
— Working to the highest standards, even under pressure: You’re ambitious, hold yourself to high standards and thrive in a dynamic, high-energy environment.
— Passion for i-gaming: You love games and want to be part of a winning team.

**Company offers:**
— Long-term employment
— Paid vacation and sick leaves
— Free English lessons
— Sport
— Corporate events and celebrations
— Opportunity to growth within the company
— Great motivated team
— Comfortable working conditions