RNG Customer Support Engineer (L1)

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

Benefits offered by this job

Flexible timetable

Comfortable working conditions

Paid vacation and sick leaves

English lessons

Gym

Competitive salary

Job summary

ARRISE is seeking a skilled RNG Customer Support Engineer to join its global team. The role focuses on responding to customer inquiries, diagnosing technical issues, and guiding users through effective solutions while collaborating with account managers and technical support to resolve complex problems.

You will analyze requested information, report software issues, and document interactions in a ticketing/CRM system, contributing to continuous product knowledge and support processes in a

Qualifications

• Bachelor's degree (or equivalent work experience).
• Proven experience in customer service or related roles.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication.
• Proficiency with ticketing systems and CRM software.
• Knowledge of Microsoft 365 (MS Teams, Word, SharePoint).
• Ability to work independently and as part of a team.
• Strong time management and organizational skills.
• Customer-focused with a drive to deliver exceptional service.
• Multitasking and ability to handle multiple inquiries.
• Tech-savvy and quick learner of new tools.
• English and Ukrainian at least Intermediate.

Responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues (within scope of responsibilities).
• Conduct analysis and analytics of the requested information.
• Report bugs, malfunctions, or 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 Support peers with day-to-day tasks and knowledge sharing.
• Improve and keep up-to-date knowledge about the product, support workflows, and procedures.

Skills

Bachelor's degree

Customer service

Analytical skills

Communication skills

Ticketing systems

CRM software

Microsoft 365

Independent worker

Time management

Multitasking

Tech-savvy

English

Ukrainian

Education

Bachelor's degree or equivalent

Tools

CRM software

Ticketing systems

MS 365 tools

Job description

About us:

ARRISEsets 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 itscutting-edgeproducts, 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.

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.

• Providestep-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, currentsupportworkflows, and procedures.

RNG Customer Support Engineer also performs other duties as theydeemnecessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiencyrequirements:

• Bachelor's degree (or equivalent workexperience).

• 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.

• Proficiencyin 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 onprovidingexceptional 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.