RNG Customer Support Engineer (L1)

Customer Support

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About us:
ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada, and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
 
This role is with the ARRISE group powering Pragmatic Play.
 
RNG Customer Support Engineer
ARRISE powering Pragmatic Play welcomes talented professionals to join our challenging and dynamic project as RNG Customer Support Engineer. We are looking for passionate, innovative, results-oriented specialists with a deep commitment to success to be a part of our company.
 
Primary Responsibilities:
  • Respond to customer inquiries and support requests promptly and professionally.
  • Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
  • Conduct analysis and analytics of the requested information.
  • Report bugs, malfunctions, or any unpredictable behavior of the software.
  • Provide step-by-step guidance and instructions to customers to resolve problems.
  • Collaborate with cross-functional teams to escalate and resolve complex issues.
  • Document and track customer interactions using a ticketing system or CRM software.
  • Assist Support peers with day-to-day tasks and professional development.
  • Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.
  • Perform other duties as delegated by the Support Manager, Head of Support, or Employer.
Proficiency Requirements:
  • Bachelor’s degree (or equivalent work experience).
  • Proven experience in customer service or related roles.
  • Strong problem-solving and analytical skills.
  • Excellent communication skills, both verbal and written.
  • Proficiency in using ticketing systems, CRM software, and Microsoft 365 tools.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Strong time management and organizational skills.
  • Customer-oriented mindset with a focus on providing exceptional service.
  • Ability to multitask efficiently and manage time effectively.
  • Tech-savvy with advanced PC skills.
  • Intermediate or higher level of English; good spoken and written Ukrainian.
Company Offers:
  • Long-term employment.
  • Flexible timetable.
  • Comfortable working conditions.
  • Paid vacation and sick leaves.
  • Medical insurance.
  • English lessons, gym.
  • Competitive salary level.

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