Technical Support Engineer — Customer Success

Arrise; Polska; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Annual leave 20/26 days

Private medical cover

Learning Hub

Gym & fitness membership

Job summary

ARRISE is a global software company driving iGaming solutions and seeking a proactive RNG Customer Support Engineer to respond to inquiries, troubleshoot issues, and guide customers with clear step-by-step instructions.

You will analyze information, report bugs, and collaborate with cross-functional teams to resolve complex problems while maintaining high service standards. English level Upper-Intermediate or higher is required.

Qualifications

• 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).

Responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues within scope of knowledge.
• Provide step-by-step guidance to resolve problems for customers.
• Report bugs, malfunctions or unpredictable software behavior.
• Collaborate with cross-functional teams to escalate 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.
• Maintain up-to-date knowledge about product and support workflows.

Skills

Customer service

Problem-solving

Communication skills

Ticketing systems

CRM software

MS Teams / Microsoft 365

Independent worker

Time management

English proficiency (Upper-Inter)

Tools

CRM software

Ticketing systems

MS Teams

SharePoint

Microsoft Word

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 escalate 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.

What we offer

• Competitive compensation
  • A competitive salary that reflects your skills and experience.
• Annual leave
  • In accordance with the applicable legislation (20 or 26 days annual leave).
• Private medical cover
  • Private medical insurance to help you look after your health and wellbeing, available after successfully passing the probation period.
• Learning Hub
  • Access to our online learning platform, with courses and resources to help you build your skills and grow your career.
• Gym & fitness membership
  • Multisport membership, after successfully passing probation.

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.

Ready to make an impact?

Explore opportunities across our global teams and locations.