Your mission

Working as part of the Service Operations team you will live and breathe service excellence. You will support the commercialisation of gambling products across a diverse range of brands and markets, maintaining impeccable standards and client satisfaction at all times. You will be process driven with meticulous attention to detail but at the same time be of inquisitive mind and a natural trouble-shooter. Your can-do attitude and collaborative nature will help you build strong relationships across different stakeholder groups reliant on the effective support of the Service Operations team to drive business growth and to extend your technical capability and, combined with strong process and documentation, provide a resolve on first contact service wherever possible.

What you'll do

• Provide first and second line client support for any inbound query across a variety of channels including, service desk, email, phone and instant chat

• Take ownership of incidents internally and externally ensuring an effective triage and troubleshooting process occurs and stakeholders are managed until a satisfactory resolution is achieved.

• Manage major IT incidents from detection to resolution

• Monitor incident and service queues and ensure tickets are progressed in accordance with agreed operational level procedures

• Act as a main point of contact with clients for service requests and resolve them where possible using the business’ enterprise tools.

• Spot high-frequency, repeatable tickets and turn them into a clear, costed case for automation, self-serve or a product fix — and feed root causes back to engineering and product so the same issue doesn't recur.

• Follow and curate established SOPs for each incident or service request and support the development of new processes in collaboration with all relevant teams.

• Proactive monitoring of product performance and player accounts, reporting to the business any compliance, fraud or technical concerns.

• Work closely with support teams, 3rd parties, and Business Divisions to ensure operational readiness for any new product or client integration and be our client's main point of contact for all post live activities.

• Ensure all client configurations are set up according to the client’s requirements, tested and maintained accordingly once live.

• Delivery of external product and release communications, ensuring all regulatory and specific client requirements are met.

• Carry out UAT on new products and provide feedback to the Product team whilst also expanding your own product knowledge.

• Provide training and demos of existing and new products to clients and internal teams proactively, and on request.

• Provide operational insight and prepare reports when required for internal and external consumption.

• Maintain high standards of compliance with relevant jurisdictions and support the Compliance Manager on various requests.

• Support the business internally by facilitating technical incidents and outages and following these along to restoration.

Please note that to meet our client's business needs Out of hours on call support might be required.

The above list of duties is not exclusive or exhaustive, and the post holder will be required to undertake tasks that are reasonably expected within the scope and grading of the position.

What you'll bring

• Experience providing first and/or second line support for digital products.

• Experience working with online gambling products would be a bonus.

• An understanding of how API based products work and support the end customer experience.

• A demand-reduction instinct — you notice patterns, hate doing the same manual task twice, and look for ways to automate or self-serve it away.

• Business fluency in English; excellent verbal and written communication skills.

• Strong communication skills and stakeholder management

• Understanding of the impact of technology on the business.

• Ability to multi-task, prioritise numerous projects and deadlines across different time zones whilst managing stakeholder expectations and staying calm under pressure.

• Self-motivated with a willingness to learn and adapt to any new change or situation.

• Process driven with strong attention to detail.

• Confident challenging existing processes and presenting new ideas.

• A natural trouble shooter with an inquisitive mind.

• A proven collaborative, self-starter who thrives in a positive, ideas-driven team, culture and environment.

• Confident and outgoing personality; a team player with a ‘can-do’ attitude, happy to work in a fast-paced environment.

• Experienced using Excel to manipulate data.

What's in it for you

• Inspiring and fulfilling work at the innovative, value-driven global company that uses cutting-edge tech.

• Global work experience in agile methodology.

• International, friendly and inclusive multi-cultural environment

• Attractive salary and flexible benefits package (incl. medical insurance for you and your family, life insurance, free language classes).

• Flexible working hours and ways of working, well-being programs, learning and growth opportunities every day.

• Flexibility of working from home or in the office to stay both safe and collaborative (2 office days a week)