Amigo is an ambitious and growing global entertainment player with a unique value proposition for its games. The technology behind slots and their design makes our game product competitive in this fast-growing market. Developing our business in different markets allows us to add a space for a highly motivated individual who is looking for an opportunity to work in the growing egamble industry as B2B IT Customer Support Specialist.

Responsibilities:

• Provide 1st level of general support by mail and electronic to customers and partners or assure a proper escalation to the 1st level technical support: support on online self-service tools.
• Responsible for answering incoming emails, web-based tickets and prioritizing customer's support needs
• Support ticket management: enter, change, manage requests related to support tickets in cooperation with IT Staff
• Provide support to the customers for solving the complaints
• Proactive information communication.
• Actively create/modify CRM and knowledge databases
• Collaborate with IT Development and Sales on new product launches
• Participate in the interaction center's continuous improvement process
• Business Awareness. Develops an understanding of the customer's environment and service delivery requirements to enable the delivery of a first-class service
• Problem Solving. Takes ownership of listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalate so they can be resolved
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team
• Interpersonal skills are crucial for working in a customer service center such as excellent communication skills, readiness to work flexible hours, customer orientation, teamwork, sense of urgency, optimism and enthusiasm

Requirements:

• Education: High School or University studies in a technical field will be an advantage
• Fluent in English and Bosnian (mandatory).
• Location Area: Tuzla, Bosnia and Herzegovina (Mandatory)
• Previous experience in customer support or sales is desirable
• Previous experience in the IT Customer Support field is an advantage
• Ability to multitask (logging queries while speaking with customers)
• Ability to write guide and procedure documentation
• Ability to make guide videos for the team and client
• Intermediate in PC skills (Microsoft, Windows, ERPs, JIRA, Google Docs, Excel, Word, system ticketing platform)
• The capacity to learn basic technical concepts is essential
• Excellent interpersonal, communication and time management skills
• Ability to work on own initiative, but also as part of a team
• Strong verbal and written communication skills are required
• Flexible and have the ability to learn quickly
• Previous CRM experience an advantage
• Collaborates: is a team player - works with others across the organization to get things done and is flexible in approach
• Customer focus: Thinks about customers 24/7, and puts them at the heart of all that we do
• The candidate must be flexible as you will be required to work shifts and weekends.