Junior Customer Support Specialist
As part of the Platform product, you will be expected to assist our clients with all their payment processing needs and queries while also closely collaborating with other departments to offer them the best customer support experience possible.
- 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.
- Excellent English skills are mandatory, with a B2 or higher level required. (required)
- Previous experience with online payment processing or chat/email customer support is a plus. (nice-to-have)
- Computer savvy. (required)
- To have an all-around logical approach, high attention to detail, accuracy and ability to multi-task. (required)
- Excellent written and verbal communication skills. (required)
- Active listener with a proactive work ethic. (required)
- Ability to follow documented procedures and apply logical thinking to find new solutions. (required)
- Willingness to continuously learn and improve. (required)
- Highly organised and focused on the client experience. (required)
- Ability to work independently and also to cooperate within a team. (required)
- Time management skills. (required)
- Ability to understand and communicate technical problems concisely and professionally. (required)
- Salary: 750 EUR net/month + food allowance.
- 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 available after the first three months of employment, with up to 50 days of work from home per year.
- Two Free Fridays each year, limited to one per quarter.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access to 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.
- Office perks include parking, on-site massages, and frequent team-building activities.
- Access to office space complete with its own pool and gym.
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.