Technical Support Agent, Level A+ / Tier 1

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Provide client support through live chat, email, and the ticketing system.

• Investigate client issues and maintain clear, accurate records.

• Update and manage support documentation.

• Monitor systems, troubleshoot issues, and provide status reports.

• Collaborate with and escalate matters to other teams (QA, development, PMs, Account Managers).

• Identify opportunities for improving team efficiency.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, particularly in live chat or written support.

• Excellent written English; spoken English must be clear and easily understood.

• Strong multitasking abilities and adept at problem-solving.

• Availability to work fixed mixed shifts, including at least two night shifts per week.

• Self-motivated and dependable, requiring minimal supervision.

• Comfortable with escalation processes and collaboration with other departments.

• Familiarity with Jira or similar ticketing/service-desk tools.

• Background in the online gaming or gambling industry is preferred.

• Experience with video streaming, API integrations, or CMS systems.

• Proven experience working with remote or distributed teams.

🏝️ Benefits

• Full-time role with a 5-day work week.

• Flexible scheduling options (morning/afternoon/night).

• Opportunity to work from home.

• Competitive salary.

• Opportunities for professional development.

• Support for growth and advancement for every team member.