Customer Support Specialist

About the role

EveryMatrix is a prominent B2B SaaS provider in the iGaming sector, offering software and services for casino, sports betting, and payment processing. The company supports around 300 clients globally and prides itself on innovation and teamwork among its 1400+ employees across Europe and Asia.

In the Customer Support Specialist role, you will monitor the payment platform, assist clients with inquiries, and collaborate with various departments to resolve issues. Success in this position involves maintaining high standards of client communication and ensuring efficient transaction processing.

The salary for this position is set at $800 per month.

Skills that matter here

• customer support: This role requires providing assistance to clients through email and chat, addressing their payment processing needs.
• payment processing: Knowledge of online payment systems is essential for resolving transaction issues and assisting clients.
• communication: Strong written and verbal communication skills are necessary to convey technical information clearly to clients.
• problem-solving: You will need to apply logical thinking to troubleshoot and resolve payment-related issues.
• time management: The ability to prioritize tasks effectively is crucial for managing multiple client inquiries and issues.

Who this role suits

• Detail-oriented individuals who can manage multiple tasks effectively.
• Candidates who thrive in a collaborative environment yet can work independently.
• Proactive problem solvers with a strong client-focused approach.
• Individuals eager to learn and adapt to new challenges in a dynamic industry.

From the employer

What you’ll get to do:

• Monitoring the payments platform and reporting any observed transaction issues.
• Assisting our clients with all queries regarding the payment platform, reported over email or chat.
• Create and follow up until resolution priority 3 and 4 Incident tasks are resolved to fix technical issues in the payment platform.
• Signaling and transferring to the technical department priority 1 or 2 Incident tasks.
• Opening Configuration tasks to tailor payment methods and the user interface in accordance with client's requests and needs.
• Manually syncing or changing transaction statuses, if necessary to correct issues in the automatic processing.
• Acknowledging and taking action based on alerts received in cases of any type of disruption of the transaction processing, user registration or log in, responsible gambling limits and all related to platform issues.
• Sending official notifications to our clients regarding changes in transaction processing and scheduled or unscheduled maintenance.
• Working closely with different departments to be the first point of contact for our clients and ensure all their processing needs are met.
• Notifying internal departments of any matter that would create a block for transaction processing or of any need our department has identified in the best interest of our clients.
• Having in-depth knowledge of all department-related procedures and the software's functionality.
• Assisted with transaction processing and communication with the client in cases where we performed platform migrations.

What You need to shine:

• Excellent English skills are mandatory, with a B2 or higher level required.
• Previous experience with online payment processing or chat/email customer support is a plus.
• Computer savvy.
• To have an all-around logical approach, high attention to detail, accuracy and ability to multi-task.
• Excellent written and verbal communication skills.
• Active listener with a proactive work ethic.
• Ability to follow documented procedures and apply logical thinking to find new solutions.
• Willingness to continuously learn and improve.
• Highly organized and focused on the client experience.
• Ability to work independently and also to cooperate within a team.
• Time management skills.
• Ability to understand and communicate technical problems concisely and professionally.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
• Benefit from two Free Fridays each year, limited to one per quarter.
• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
• Access to an Employee Assistance Program through TELUS Health.
• Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
• And did we mention our amazing office space complete with its own pool and gym?