Trading Customer Support Agent
The Trading Customer Support Agent role involves assisting clients via e-mail and live chat. The successful candidate will be responsible for checking and processing bets, settling matches according to company policy, and investigating issues related to missing matches or results. This position requires creating activity reports, adding missing matches, tournaments, and participants, and updating information provided to clients. The role also includes performing job shadowing with more senior colleagues to learn best practices and procedures, solving customer issues efficiently and accurately, and developing a basic understanding of OddsMatrix betting rules and Microsoft Excel.
- Assist clients via e-mail and live chat.
- Check and process bets and settle matches according to company policy.
- Investigate issues related to missing matches or results.
- Create activity reports.
- Add missing matches, tournaments, and participants.
- Check and update the information provided to clients.
- Perform job shadowing with more senior colleagues to learn best practices and procedures.
- Solve customer issues efficiently and accurately, ensuring high levels of customer satisfaction.
- Develop a basic understanding of OddsMatrix betting rules and Microsoft Excel.
- Availability to work in shifts (09:00-17:00; 17:00-01:00, 01:00-09:00) and weekends (2 weekends per month). (required)
- Advanced English skills, both written and spoken. (required)
- Proficiency in MS Office Suite (especially Excel). (required)
- Willingness to learn quickly and ask questions when needed. (required)
- Strong problem-solving skills, with the ability to diagnose and resolve issues. (required)
- Ability to work well under pressure and manage time effectively. (required)
- Good writing skills to craft informative and concise communications. (required)
- 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.
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- Access to our amazing 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.