Position: Customer Support Specialist
Company: Collins Cross
Category: Support
Experience required: 1y
English level: upper
Published: 2021-04-01T00:00:00+03:00

You will be a part of a 6-10 Customer Service team, working on a rolling rota of 12h shifts to cover the lines 24/7, with the shifts alternating, including weekend work. As a Customer Support specialist, you will perform various tasks, including answering online product clients via live-chat, emails; ensuring best in class service for the customers, and fast and high-quality resolution of all customer queries.

For this role, a strong Internet connection is a must, and to ensure business continuity while working in simultaneous multi-application environment, you must be in possession of adequate computer.
Answering and logging, reporting and chasing resolution of technical support issues.
**Experience of work in high risk industries, forex, crypto currencies, gaming, betting and gambling is hugely advantageous.**

**What will you do?**

Respond to live chat, emails and phone calls, log and route the incoming enquiries to appropriate response lines;
Log, tag, track and otherwise manage clients in the CRM;
Keep tidy online records of all customer encounters.
Provide best in class service to the clients using the product knowledge base library.
Log and reports and complaints and technical issues for further escalation and resolution.
Participate in new/potential and existing players stimulation and retention, loyalty and marketing activities.
This role includes planning and executing multi-channel (including phone or skype calls and emails, sms) reach-out to platform users/players, engaging them to play, try and test the new offers, collecting first-hand feedback.

**Requirements:**

Proven experience as a Customer support or relevant role in international or Western Europe oriented online product.
Fluent spoken and written English.
Familiarity with current technologies, like desktop sharing, screen recording, call recording, time tracking/timesheet keeping.
Knowledge and experience of working with a CRM system, time tracking applications.
Excellent phone, email and instant messaging communication skills.


**Ability to work within 21.00-6.00 shift!** 

Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skills.

**We Offer:**

Competitive Salary (base + %)
Access to company's online courses resources.
Exposure to niche projects, booming industries and direct work with international decision makers and and business owners in over 30 countries.