Real-Time Player Support Specialist

NextGen Ventures; Monterrey; Presencial; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

NextGen Ventures in Monterrey is seeking a Customer Service Representative to serve players of our real-money gaming platform. You will be the first point of contact via email and live chat, resolving questions about deposits, withdrawals, bonuses, and gameplay with empathy and accuracy.

The role emphasizes independent problem-solving, careful documentation, and collaborating with teammates to improve the player experience.

Formación

• Experience providing customer support in fast-paced environments.
• Strong written and verbal English.
• Comfortable using computer systems and entering data accurately.

Responsabilidades

• Be the first point of contact for players across email and live chat, responding promptly and resolving questions about deposits, withdrawals, bonuses, and gameplay.
• Provide accurate, real-time guidance on products, promotions, and account issues.
• Troubleshoot and resolve problems on the spot, aiming to leave every player in a better place than before they reached out.
• Document every interaction carefully to build a clear, accurate record in our systems.
• Collaborate with the team to spot patterns and help improve the overall player experience.
• Follow company procedures and compliance requirements while still making every interaction feel personal, not scripted.

Conocimientos

Customer support experience

Excellent communication

English proficiency

Data entry / computer systems

Descripción del empleo

NextGen Ventures in Monterrey is seeking a Customer Service Representative to serve players of our real-money gaming platform. You will be the first point of contact via email and live chat, resolving questions about deposits, withdrawals, bonuses, and gameplay with empathy and accuracy.

The role emphasizes independent problem-solving, careful documentation, and collaborating with teammates to improve the player experience.