Customer Technical Support

Job title: Customer Technical Support

Job Details

Hours: Full Time

Location: Fully remote. This opportunity is open to you if you can legally work remotely from the Philippines.

Contract: Permanent

At Playn GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The day-to-day challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.

From the GO

At Playn GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today Playn GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.

With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence

What the role entails

Main responsibilities of the Customer Technical Support role is

Diagnose and troubleshoot software and hardware problems providing timely and effective solutions to customers.

Proactively monitor the infrastructure to identify and address potential issues and resolve them before they impact the customer experience.

Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues that may arise from our cloud instances.

Utilize a ticketing system and chat applications to swiftly address straightforward customer queries ensuring customer satisfaction.

Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for more intricate issues.

Build and maintain a strong rapport with customers earning their trust and becoming their go-to source for technical assistance.

Stay up to date with industry trends and advancements to provide cutting-edge solutions to customers.

Collaborate with cross-functional teams to address complex technical challenges and improve the overall customer experience.

Document technical support processes solutions and best practices for future reference and training purposes.

Lead and mentor other Customer Technical Support members of the team.

Lead initiatives for team improvement chosen by managers.

Provides help to management including hiring and training.

Participate in escalation handling duties assigned by team managers.

Review technical issues cross-functional teams including RnD - tasked accordingly case priorities and other issues.

Assist with regional team scheduling and resource planning.

For you this is more than a Customer Technical Support role in game development. This is an opportunity to see your talent experience and best ideas developed with the quality expected of an international leader in gaming entertainment.

What we ask of you

• Technical Troubleshooting & Root Cause Analysis Ability to diagnose and resolve software hardware network and system issues efficiently.

• AWS & Cloud Infrastructure Knowledge Strong understanding of cloud environments instance connectivity and core infrastructure concepts.

• Monitoring & Observability Tools (OpenSearch & Grafana) Experience analyzing logs metrics dashboards and alerts to proactively identify and resolve issues.

• Network & Connectivity Troubleshooting Proficiency in resolving reachability DNS latency firewall and access-related issues.

• Ticketing System & Case Management Expertise Skilled in using ticketing tools to manage cases prioritize workloads meet SLAs and handle escalations.

• Chat-Based Customer Support Proficiency Well-versed in handling real-time chat support while efficiently resolving straightforward customer inquiries.

• Remote Support & Desktop Tools Ability to use remote access tools to investigate and resolve technical issues in real time.

• Technical Documentation & Knowledge Sharing Experience creating and maintaining runbooks SOPs technical guides and best practices.

• Cross-Functional Collaboration (R&D / Engineering) Strong collaboration skills to work with internal teams on complex technical issues and service improvements.

• Leadership Mentoring & Escalation Handling Proven ability to mentor team members lead initiatives support management and handle customer escalations.

Preferences:

• Network Operations Center (NOC) Experience Experience in setting up operating or supporting a Network Operations Center including monitoring alerting and incident response workflows.

• Incident & Problem Management Proven experience handling incidents and problems including triage escalation root cause analysis and post-incident reviews.

• Customer-Facing Technical Support Experience working in a customer-facing environment effectively communicating technical issues and solutions to non-technical stakeholders.

• iGaming experience is a plus

Whats in it for you

If you feel great youll do great. Our employees know that their package of benefits activities and initiatives are some of the most generous in the industry. From challenges to chill outs the fun we share at play helps inspire excellence from the go.

Apply now to find out more. Its your best move. This opportunity will remain open until we meet the right candidate.

GO for it.

We believe the way forward relies on well-regulated gaming and player safety. Our commitment to this sets the standard for our industry.