Customer support RNG Customer Support Engineer (L1) Remote, Poland 4d ago

Arrise; Polska; Hybrid; PLN 90,000 - 120,000; Full time

Job summary

ARRISE is seeking a proactive RNG Customer Support Engineer to join our remote-friendly team in Poland. You will handle customer inquiries, troubleshoot technical issues, and provide clear guidance to resolve problems in a fast-paced, global iGaming environment.

Working remotely, you will collaborate with cross-functional teams, document interactions in the CRM, and continuously improve support workflows while maintaining high customer satisfaction. English proficiency is essential.

Qualifications

• Proven experience in customer service or related roles.
• Strong problem-solving and analytical skills.
• Excellent communication skills, verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using ticketing systems, CRM software, and other support tools.
• Knowledge of Microsoft 365 tools (MS Teams, Word, SharePoint, etc.).
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong time management and organizational skills with the ability to prioritize tasks effectively.
• Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
• Multitasking. Ability to handle multiple inquiries simultaneously.
• Tech-savvy. Quick to learn new tools via knowledgebases.
• English level Upper-Intermediate or higher.

Responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients.
• Conduct analysis and analytics of the requested information.
• Report bugs, malfunctions, or any unpredictable behavior of the software.
• Provide step-by-step guidance and instructions to customers to resolve problems.
• Collaborate with cross-functional teams, such as account managers or technical support, to escape and resolve complex issues.
• Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
• Help Support peers with day-to-day tasks and professional development by sharing knowledge.
• Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.
• RNG Customer Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Skills

Customer service experience

Problem-solving

Communication skills

Ticketing & CRM tools

Microsoft 365 knowledge

Independent and team work

Time management

Customer-focused

Multitasking

Tech-savviness

English proficiency

Tools

Microsoft 365 (MS Teams, Word, SharePoint)

Job description

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients.
• Conduct analysis and analytics of the requested information.
• Report bugs, malfunctions, or any unpredictable behavior of the software.
• Provide step-by-step guidance and instructions to customers to resolve problems.
• Collaborate with cross-functional teams, such as account managers or technical support, to escape and resolve complex issues.
• Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
• Help Support peers with day-to-day tasks and professional development by sharing knowledge.
• Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.
• RNG Customer Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

What you bring

• Proven experience in customer service or related roles.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using ticketing systems, CRM software, and other support tools.
• Knowledge of Microsoft 365 tools (MS Teams, Microsoft Word, SharePoint, etc.).
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong time management and organizational skills with the ability to prioritize tasks effectively.
• Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
• Multitasking. Customer Support Engineers should be able to handle multiple customer inquiries simultaneously or juggle various tasks. They should be able to multitask efficiently, prioritize tasks, and manage time effectively.
• Tech-savvy. They should be an advanced PC user, being able to easily learn to work with any new tool or technology by using common guidelines and knowledgebases.
• English level Upper-Intermediate or higher.

About us

ARRISE is a global leader in software development and services for the iGaming industry, bringing together more than 2,500 professionals operating across more than 12 locations worldwide.

From concept through to delivery, we combine technical expertise, creativity and industry knowledge to develop products, platforms and services that shape player experiences and support some of the industry's leading brands.

We are best known for the work we deliver for Pragmatic Play, creating and supporting technology, products and specialists services enjoyed by millions of players worldwide.

About ARRISE

ARRISE is the company behind the games, the presenters, the studios and the platform · 2,500+ people across 12 countries build and run the live entertainment that millions of players see every day.

We hire people to own their work. If you need a brief for every decision, this will not suit you. If you want the room to make the call and the accountability that comes with it, it will.

Frequently asked questions

Where is this role based?

This role is based in Remote, Poland and follows a remote working pattern.

You will join the Customer support team at ARRISE.

The working language for this role is English.

Can I ask for an adjustment during the hiring process?

Yes. If you need an adjustment at any stage of the process, tell your recruiter and we will arrange it.

Are there other open roles at ARRISE?

Yes. You can search every open role by team, location and working pattern on our careers page.

ARRISE is an equal opportunity employer. We consider every applicant on merit, regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sex or sexual orientation. If you need an adjustment at any stage of the process, tell your recruiter and we will arrange it.