Incident Support Coordinator

Youll lead the charge in managing and resolving customer issues and work closely with our team to make sure things get sorted and our customers stay happy!

Your main focus will be on delivering support to our clients across various channels including phone email and ticketing systems. But theres more to this role than traditional customer support. Youll be instrumental in coordinating critical incidents collaborating with technical teams and ensuring we meet our servicelevel agreements.

Keeping a close watch on ticket queues youll proactively address issues and assist in managing standard support queries during quieter periods. Youll be great at handling critical incidents and have a keen eye for process improvement. You will have direct access to clients keeping them informed and engaged throughout the support process.

In addition to your support responsibilities youll monitor our game performance ensure compliance with UK regulations and safeguard our systems against potential threats.

TEAM STRUCTURE

Theres currently four of us within the sales and support team. The Incident Support Coordinator will become the fith member and report to the Head of Partner Support.

The other members in the team are Head of Sales Head of Product Analytics and the CCO.

By the end of the year there will be eight of us. As we look to hire 2x Incident Support Coordinators & 2 x Customer Support Specialists.

HOW WE WORK & OUR BENEFITS

Flexible working hours Flexible working at Playnetic is actually flexible! No core working hours; work how you work best. We operate a common sense and goaldriven approach that helps you and us track success.

Unlimited holidays We respect the importance of worklife balance which is why we believe in unlimited holidays. The only thing we ask is you take at least 25 days!

Private healthcare

Pension 5% company contribution

WHAT DOES PLAYNETIC DO

Established in 2023 Playnetic is a new player in the world of gaming entertainment. We design and build slot games from scratch from idea to release. Our games will be played in regulated markets globally through industryleading operators.

Our innovative gaming content is centred around our core values: quality gaming dedicated customer service and reliable delivery to our partners.

Were currently in a phase of growth and will scale considerably over the next 12 months.

As a fully remote studio we understand the importance of staying connected and maintaining team collaboration. We are continually mindful of this as we grow and have the tools and support in place to help us all flourish.