Customer Support

• Serve as the first point of contact for all customer inquiries across Safety, Training, and Content products
• Manage and own structured ticket intake, triage, and prioritisation through Jira Service Management
• Ensure all tickets are accurately classified, fully documented, and aligned with defined SLA requirements from initial creation
• Resolve known and recurring issues efficiently using approved documentation, standard procedures, and internal knowledge resources
• Deliver clear, professional, and customer-focused communication throughout the full Level 1 support lifecycle
• Facilitate high-quality escalations by providing advanced support teams with complete, accurate, and actionable case information
• Identify Severity 1 and 2 incidents promptly and activate appropriate escalation or emergency response procedures
• Monitor SLA response and resolution targets proactively to prevent service breaches
• Contribute to a seamless, consistent, and high-quality global Customer Support experience across all product lines
• Recognise recurring issues and trends, and actively support continuous improvement of processes, documentation, and product quality

1st Level Support Agent

• Incumbents apply in-depth knowledge in a specific area of specialization.
• Work is performed within established professional standards and practices.
• Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors and a considerable degree of judgement.
• May lead a work group or project team consisting of technical and support staff.
• Builds internal and external relationships, with emphasis on those that facilitate the achievement of job/role accountabilities.
• Performs tasks such as working on WCM, Global Process & Change Management, Six Sigma programs or the design, deployment and support of various operational support applications.
• Works as part of a team to select the appropriate change management tools & approach.

Operations Support Specialist

• Respond to player inquiries promptly via live chat, emails, and other communication platforms
• Manage player expectations by providing timely updates and resolutions
• Take ownership of incoming chats to ensure no messages are left unanswered
• Maintain accurate records of player issues and solutions
• Collaborate with other departments for administrative tasks and translations
• Ensure timely completion of tasks essential to the company's interests

Customer Support Agent

• Lead and supervise customer service team to provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
• Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
• Monitor team performance, achieve customer service targets.
• Manage, Advise, Coaching and communicate with the customer service team to ensure high performance and take timely action to drive the continuous customer service satisfaction improvement.
• Manage a team of customer service i.e. Make sure the day-to-day operations run smoothly. Incoming cases and calls monitoring and job assignment including calls and email.
• Talk to agents regularly, find out potential people issues, solve or escalated accordingly.
• Fulfill all other work assigned by the manager. Liaising with the Customer Service Manager to help develop action plans for the call centre team.

Senior Specialist – AAGI A&H Customer Service, Call Center

• Answer incoming calls and provide information to all customer requests at the first call solution.
• Carry out assignments and handle problems in accordance with call patterns, instructions, policies, procedures and / or accepted practices to ensure optimum level of Quality.
• Support customers to handle and eliminate day-to-day issues with enquiries.
• Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases.
• Communicate professionally at all time with customers, other team and other department to ensure consistently effective working relationships.
• Provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.

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1st Level Support Agent

Operations Support Specialist

Customer Support Agent

Senior Specialist – AAGI A&H Customer Service, Call Center

Customer Service Specialist – Call Center