Role in brief
Selesa seeks a Level 2 Support Specialist to handle complex technical issues in a fully remote role. Ideal candidates have experience in customer or technical support and a detail-oriented mindset.
About the role
In this role at Selesa, the Level 2 Support Specialist will tackle complex technical incidents related to games, transactions, and API requests. This position serves as a vital link between customer-facing agents and the development team, ensuring smooth communication and resolution of issues.
The successful candidate will perform root cause analysis, manage investigations, and conduct detailed testing of integrations with providers and operators. This role requires strong analytical skills and the ability to document processes effectively, contributing to the overall success of the support team.
Skills that matter here
- Excellent communication skills: This role relies on effective communication to coordinate between customer-facing agents and technical teams.
- Analytical and troubleshooting mindset: The specialist will analyze logs and metrics to identify failures, requiring strong analytical capabilities.
- Knowledge of ticketing systems: Familiarity with ticketing systems is essential for managing and resolving customer inquiries efficiently.
- Attention to detail: Attention to detail is crucial for testing integrations and preparing incident reports.
Who this role suits
- A person who thrives in fast-paced environments and can meet deadlines.
- Someone with a strong analytical mindset, capable of troubleshooting complex technical issues.
- An individual who values teamwork and enjoys collaborating with like-minded colleagues.
From the employer
- Resolve complex technical incidents related to games, transactions processing, API requests
- Perform root cause analysis, prepare incident reports, escalate to L3 or dev team
- Manage second line investigation of issues and testing of newly released games
- Perform detailed testing of the integrations with providers and operators
- Analyze logs and metrics to identify failures or anomalies
- Gather client requirements to coordinate with team
- Provide help to customer inquiries
- Coordinate the communication flow between L1 and L3 teams for escalated issues.
- Handle client escalations by updating status flags, escalating to L3.
- Identify and troubleshoot different types of APIs and customer integrations issues
- Maintain internal documentation
- Excellent communication skills
- Good knowledge of ticketing systems
- General understanding of client-server architecture
- iGaming-specific knowledge would be a plus
- 2+ years of experience in Customer or Technical Support
- Strong analytical and troubleshooting mindset
- Expertise with documenting processes and knowledge
- Proficiency in English
- Strong attention to detail and teamwork skills
- Ability to meet deadlines in a fast-paced environment
- Fully remote position with a flexible schedule
- Long-term opportunity with potential for financial and career advancement
- Supportive and positive work culture, collaborating with like-minded teammates
Questions about this role
Is this position remote?
Yes, this is a fully remote position with a flexible schedule.
What level of experience is required?
Candidates should have at least 2 years of experience in customer or technical support.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.