Position: Customer Support Representative
Category: Support
English level: fluent
Years of experience: 3

Qualifications:

- Bachelor's and Master's degrees;
- Management tools: JIRA, Confluence;
- Experience with Zendesk;
- Experience with Tableau;
- Fluent and confident PC user;
- Experience with CRM systems;
- English - Advanced
  German - Upper-Intermediate.
1. Customer Support Representative (iGaming, apps, gambling) 
- Communication with users via live chat, emails, calls;
- Resolving quality and payment issues;
- Reporting bugs and reproducing them;
- Reporting issues to the tech team.

2. Team Lead:
- Posting updates, and information regarding issues;
- Cooperating with other departments to provide support for company employees;
- Assessing reports, monitoring calls, and analyzing vendor relationships.
- Quality control of the work of a support department. 
- Handling disputes, and chargebacks.

3. Quality Control
- Analysis of interactions between Customer Support Specialists and clients (emails, chats, calls) according to the standards
- Providing feedback to Customer Support Specialists
- Preparation of regular reports on the quality indicators of Customer Support Specialists
- Regular updating of the knowledge base

4. Technical support in fintech.