Global Customer Support Shift Manager - internal only
About You
- 1 year of experience is required
- Knowledge of operation flow – understand the marketplace on which we are operating, the flow of our product starting from scratch and on to all the necessary things that are required to deliver the whole gaming experience to our end users
- Getting along with everyone’s role in the company
- Understanding and learning operational procedures
- Understanding of technical components of a table/game and of the IT infrastructure in order to know how the process of delivering the game is taking place and how the same problem can have different root causes with different impacts
- Good knowledge regarding internal tools
- Motivation and proactiveness, independence, minimum supervision requiered
- Reacts well in a very timely manner when issues occur
- Excellent MS Office skills (especially Excel)
- To be available 24/7 (if needed)
- Zendesk
- Checking every ticket in order to improve the quality of our customer support services and the SLA
- Managing the global customer support team (3 – 4 team members and to grow)
- Checking the requests that are escalated by KAMs
- Handling the tickets that are provided from VIP clients
- To be able to extract data and fill reports using it
- Checking all the notifications and messages received and sent by the global support team
- Problem solving management – having clear all the operational and technical parts knowing every action which effects have on which side of the operation.
- Communication when escalating issues and in general with team members and other personnel in the company / business
- Checking all the new information and share with the global support team
- Preparing training materials for the trainings of the studios
- Delivering the training for team members and studios
- Understanding of the new tools and application and sharing the information with the global support team
- Increase the SLA
- Increase the quality of the customer support services
- Checking the shift reports sent by the studios and alerting the direct manager if there are any inconsistencies
- Training for the new global support members
- Offering support exclusive to one of the studios
- Department
- Global Operations
- Locations
- Bucharest HQ
- Remote status
- Hybrid Remote
- Employment type
- Full-time
- Employment level
- Professionals
Bucharest HQ
Perks & Benefits
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Fun place to work (we mentioned that already)
You can get new friends for life or spend time with your team members to socialize or playing ping-pong, cards, PlayStation.
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Financial (extra) benefits and bonuses
You will be motivated by colleagues… and by your salary, too.
Free office meal/s, fruit, snacks & soft drinks
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Quick advance in your career
Free training courses provided by the company (you will use them all your life)
-
Young, vivid and smart team
Work local, but learn tips from one of the greatest companies in the world
We create value from happinness
Our work environment is unique because we are not just allowing people to have fun: we truly count on your ability to be fun and happy working with us. These qualities we seek in you as they are an infinite source of benefits for all of us. We believe in truth, friendship, being kind and supportive.
We believe in YOU.
About Ezugi
Ezugi is a live dealer casino platform with multiple subsidiaries in 5 countries, providing real-time services for online gambling operators. The company has been constantly growing for the last 5 years and has subsidiaries in the USA, Costa-Rica, Latvia, Malta, Bulgaria, and Israel. We have a tight Romanian development team and we hope to add a few more talented developers in 2022. Ezugi is a company where teamwork and collaboration are encouraged, excellence and innovation are rewarded, and has built a reputation as a top employer for the Romanian development market.
Global Customer Support Shift Manager - internal only
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