RNG Customer Support Engineer (L1)

DOU Polska; Wrocław; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Long-term employment

Flexible timetable

Comfortable working conditions

Paid vacation and sick leaves

English lessons

Gym

Job summary

ARRISE is seeking a RNG Customer Support Engineer in Wrocław to handle customer inquiries, troubleshoot technical issues, and provide clear guidance. You will analyze data, report bugs, and collaborate with account managers and tech teams to resolve complex incidents.

The role demands strong communication, problem-solving, and multi-tasking, with experience using ticketing systems and MS 365 tools. A Bachelor’s degree or equivalent and fluency in English and Ukrainian are preferred.

Qualifications

• Bachelor's degree or equivalent work experience.
• 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, 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 and the ability to juggle multiple inquiries and tasks.
• Tech-savvy and quick to learn new tools and technologies.
• English and Ukrainian level Intermediate or higher.

Responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues 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 to elevate and resolve complex issues.
• Document and track customer interactions using a ticketing system or CRM.
• Help peers with day-to-day tasks and knowledge sharing.
• Improve and keep up-to-date knowledge about the product and support workflows.

Skills

Problem solving

Analytical skills

Communication skills

Ticketing systems

CRM software

Microsoft 365

Independence

Team collaboration

Time management

Organizational skills

Customer focus

Multitasking

Tech-savvy

English (Intermediate+)

Ukrainian (Intermediate+)

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

CRM software

Microsoft 365 tools

Job description

About Us

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

About Us

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

Our global team of talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.

At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.

To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

Be part of the future of iGaming with ARRISERS!

Primary 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 elevate 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.

Proficiency Requirements

• Bachelor's degree (or equivalent work experience).
• 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 and Ukrainian level Intermediate or higher.

Company Offers

• Long-term employment.
• Flexible timetable.
• Comfortable working conditions.
• Paidvacationandsickleaves.
• English lessons, gym.
• Competitive salary level.