Customer Support

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support.
• Problem Solving: Analyzing customer issues and providing solutions or answers to their questions.
• Documenting Interactions: Keeping accurate records of chat interactions, including customer details, issues, and resolutions.
• Continuous Learning: Staying updated on product or service changes, updates, and industry trends.
• Feedback and Improvement: Providing feedback to management regarding common customer issues.
• Team Collaboration: Collaborating with other customer support team members, supervisors, and specialists when dealing with complex or escalated issues.

Customer Support Agent

• Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
• Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business, and home office environments
• Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
• Serve as the first line of defense for initial fault isolation, optimal resolution, root-cause and cost/benefit analysis with detailed event documentation
• Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
• Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
• Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
• Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
• Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
• Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
• Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
• Work with infrastructure and product engineering to develop pre- and post- patching process to ensure proper implementation without any outages
• Coordinate patch schedule with infrastructure management, security operations, governance, and clinical operations
• Create and document operational metrics, report project status as required for all recurring and non-recurring efforts
• Test new releases of products to ensure compatibility and minimize user impact
• Develop and document technical processes and procedures as needed
• Must be able to work on-call shift in a round robin setting with other teammates
• Assist with other relevant projects as assigned
• Serve as an escalation path for Tier 1 Clinical Support Representatives
• Other duties as assigned

IT Clinical Support Representative, FT/On-Call/Weekends

• Respond to customer inquiries promptly and professionally via phone, email, and live chat.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solution.
• Process orders, returns, exchanges, and warranty claims accurately and efficiently.
• Maintain deep knowledge of our products, promotions, and policies to assist customers effectively.
• Document all customer interactions in our CRM system and escalate issues when necessary.
• Collaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issues.
• Strive to exceed customer expectations and contribute to customer loyalty and retention.
• Identify trends in customer feedback and report them to help improve products and services.

Customer Support Specialist

• Provide premium, high-level support to VIP clients via chat, email, phone (when needed);
• Ensure 24/7 coverage, specifically handling night shift operations;
• Respond to customer inquiries promptly and professionally;
• Resolve complex issues efficiently while maintaining VIP service standards;
• Escalate technical or high-priority cases to relevant departments when necessary;
• Monitor customer accounts and proactively identify potential issues;
• Meet KPIs related to response time, resolution time, and customer satisfaction;
• Adapt to rotating schedules, including weekends and holidays;
• Ensure smooth shift handovers between day and night teams.

VIP Customer Support

• You are part of our support team and take care of the electronic data processing
• You're the first point of contact for our customers, processing incoming e-mails and responding to customer questions and inquiries in an efficient and effective manner
• Supporting the team in executing and optimizing all processes within the customer service department

Customer Support Agent, English Speaking

• Deliver prompt and effective assistance to our customers
• Queries can vary from informing clients about available deposit methods, guiding customers through current offers, advising on bet settlements, explaining internal rules, and more
• Resolve technical issues and guide clients through problem-solving processes, with a focus on customer satisfaction and first-contact resolution
• Leverage your passion for iGaming and eSports, even if you're new to the field, to provide informed and helpful assistance to clients
• Work closely with a diverse team in a remote environment to ensure seamless communication and coordination, contributing to a positive team culture
• Demonstrate the ability to work independently and make informed decisions to address client needs and concerns

Customer Support jobs in Worldwide

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Customer Support Agent

IT Clinical Support Representative, FT/On-Call/Weekends

Customer Support Specialist

VIP Customer Support

Customer Support Agent, English Speaking

Customer Support Specialist