Bilingual Support Specialist

OKTO’s continuous growth demands high-caliber candidates, who can demonstrate professionalism, passion, and creativity. For those who come on board, we offer significant career advancement, challenges, and a runway for growth.

OKTO powers digital payments for every entertainment, leisure, and gaming environment. Our unified payment platform combines secure, real-world transactions with the most powerful payment technology to create immersive payment experience for both merchants and their users.

Since 2019, OKTO has been improving payment interactions for online and retail gaming and introducing frictionless payments with its local knowledge, sector expertise and international capabilities.

The expanding business now employs over 100 payment experts, gaming insiders and software engineers, serving some of the most exciting international markets including, Brazil, Romania, Italy, Greece, Germany, the UK and Spain.

Role Summary:

A Support Specialist is responsible for providing technical and customer support to ensure that systems, applications, and services run smoothly. Below is a breakdown of the typical responsibilities:

Key Responsibilities

Technical Support:

• Troubleshooting and Resolution: Diagnose and resolve technical issues.
• Incident Management: Manage and prioritize support tickets, escalating complex issues to higher-level technical teams when necessary.
• System Monitoring: Monitor system performance and identify potential issues before they impact users.

Customer Interaction:

• Customer Assistance: Addressing the client's technical questions and concerns.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions in a ticketing system.

Technical Documentation:

• User Guides and Manuals: Create and update user guides, FAQs, and other documentation to help users understand and effectively use systems.
• Knowledge Base: Contribute to a knowledge base with solutions to common problems for internal and external reference.

System Maintenance:

Testing: Test new systems or updates to ensure they work correctly and meet user requirements.

Collaboration:

• Cross-Functional Teams: Work with other IT teams, developers, and business units to resolve complex issues and implement new solutions.
• Feedback Loop: Provide feedback on system performance and user experience to help improve products and services.

Training and Support:

• End-User/ Merchant Training: Provide training and support to users on new systems or software.
• Onboarding: Assist with onboarding new users, including setting up accounts and providing initial training

Skills and Qualifications:

• Strong understanding of the systems, software, or technology the company uses, including operating systems, databases, and networking.
• Ability to diagnose and resolve issues efficiently, often under pressure.
• Clear and effective communication skills to explain technical issues to non-technical users.
• Strong customer service skills to handle user interactions professionally and empathetically.
• Precision in documenting issues, resolutions, and maintaining system configurations
• Available to work in shifts
  

Typical Background:

• A degree in Information Technology, Computer Science, or a related field is preferred.
• Previous experience in technical support, helpdesk, or IT roles is commonly required.
• Proficient in English and Spanish, both written and spoken.

💸 Competitive remuneration package according to your experience

🌍 Opportunity to work in a fast-paced international company

🏠Friendly, motivating, and challenging environment where you can thrive and develop your skills

📚 Continuous training for all your learning and development needs

Please submit your CV in English.

Note that although the position is currently remote, it may change to a hybrid model after some time.