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Customer Support Agent

hace 2 semanas

Santiago de Chile Pidwin A tiempo completo

**About Pidwin**

With a global presence and a startup mentality, Pidwin is dedicated to setting the standard for online gambling by building and powering innovative products. We develop a wide variety of websites, ranging from online social casinos to innovative crypto casinos, tailored to meet diverse needs and audiences.

Our commitment to excellence is reflected in the seamless support we provide handling billions of dollars in transactions. Pidwin’s services include product development by an experienced team, day-to-day operational support, design excellence, and strategic consultancy services. Pidwin stands out with proven profitability, innovative solutions that set trends, and a team boasting years of collective experience, dedicated to elevating every product we touch.

Joining Pidwin means you’ll be part of a young and determined team where you’ll have the autonomy to make decisions early on. We believe in investing in our team members, offering competitive compensation, full benefits, and supporting professional growth.

**About the Role**

Whether answering questions, troubleshooting, or providing proactive solutions, you will be a critical part of our mission to deliver outstanding service.

**Responsibilities**
- Resolve customer issues, ensuring satisfaction by providing accurate information and solutions.
- Master our product offerings and policies to address customer needs effectively.
- Identify and assess customer needs to provide delightful, personalized service.
- Collaborate with teammates and internal departments to ensure the best outcomes for customers.
- Provide feedback and suggestions to improve the overall customer experience.
- Assist with payment processing, including crypto withdrawals and in-game currency transactions.
- Maintain accurate records of customer interactions.
- **Work assigned shifts based on current coverage needs, which include 4 PM - 12 AM EST, Tuesday through Saturday**. While coverage is needed daily, team members are only expected to work a standard 40-hour week, with varying schedules.

**Requirements**:

- **Fluent in English** (Spanish is a plus).
- Excellent written communication and interpersonal skills.
- Proficient typing and computer navigation skills (minimum 25 WPM).
- Exceptional problem-solving skills with a customer-first mindset.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Adaptability to various customer personalities and needs.
- Experience with customer support tools like Intercom, Crisp, etc
- Proven background in customer-facing roles, even if outside the gaming industry.
- Proven ability to meet or exceed performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Strong attention to detail and patience.

**Preferred Skills**
- Familiarity with online gaming, particularly MMOs, sports betting, or cryptocurrency is a plus.

**What We Offer**
- **100% Remote Work** with flexible scheduling.
- Opportunities for growth and skill development in a dynamic industry.
- Supportive and collaborative team culture.

**Join Us**

**Job Types**: Full-time, Contract

Pay: $900 - $1,500 per hour

Expected hours: No more than 40 per week