Technical Support Agent, Level A+ / Tier 1

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

📋 Description

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

• Investigate client incidents and maintain clear, precise records.

• Update and manage support documentation regularly.

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

• Collaborate with and escalate matters to QA, development, project management, and account management teams.

• Identify opportunities for enhancing team processes.

⛳️ Requirements

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

• Excellent written English skills.

• Clear spoken English that is easily comprehensible.

• Strong multitasking abilities and problem-solving skills.

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

• Self-motivated and dependable, requiring minimal direct supervision.

• Comfortable working with and escalating issues to other departments.

• Familiarity with Jira or other ticketing/service-desk tools is a plus.

• Experience in the online gaming or gambling industry is advantageous.

• Background in video streaming, API integrations, or CMS systems is beneficial.

• Experience working with remote or distributed teams is a plus.

🏝️ Benefits

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

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

• Opportunity to work from home or remotely.

• Competitive salary package.

• Opportunities for professional development.

• Growth and advancement are encouraged and supported for every team member.