Customer Support Agents

Customer Support Specialist

Remote | Full-Time

At Patrianna, we’re seeking a dedicated Customer Support Specialist who thrives in a fast-paced, evolving environment and is passionate about delivering exceptional customer service. This role is ideal for someone highly communicative, resourceful, and driven to exceed customer expectations. As part of our 24/7 global support team, you’ll handle customer inquiries via email, live chat, and phone while contributing to the success and growth of our team.

Key Responsibilities

• Customer Interaction: Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone).
• Problem Resolution: Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions.
• Escalation Handling: Manage complex or high-priority customer issues and guide junior agents through difficult situations.
• Product Insight: Recommend relevant products or services by analyzing customer feedback and usage trends.
• Customer Engagement: Go the extra mile to enhance customer satisfaction and promote brand loyalty.
• Record Management: Maintain accurate and detailed logs of all customer interactions and update customer records.
• Performance Goals: Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment.
• Process Improvement: Share best practices and contribute ideas to enhance customer support operations.
  
  

Qualifications

• Experience: Minimum 2+ years in a customer service role within the iGaming or social casino industry, with experience handling escalations and mentoring junior agents.
• Education: Bachelor’s degree preferred, or at least 2 years of college education.
• Skills:
• Proficient in Zendesk and general IT systems.
• Strong communication and presentation skills in English (written and spoken).
• High emotional intelligence and the ability to adapt to a variety of personalities.
• Exceptional multitasking, prioritization, and time-management skills.
• Mindset: Customer-centric, proactive, and able to work independently without close supervision.
  

Technical Requirements

• PC: Self-provided laptop/PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• RAM: Minimum 8 GB
• Storage: Minimum 1 GB available HDD space
• Internet: Reliable Ethernet connection with 10 Mbps upload/download speeds (plus backup connection)
• Equipment: USB noise-canceling headset and webcam for meetings
  
  

Benefits

• Competitive salary
• Flexible and fully remote work environment
• Opportunities for training and career development
• Potential for growth within a global and rapidly expanding company
  
  

About Patrianna

Patrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you're eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.