Customer Support Specialist

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking for a Customer Support Specialist to join our ever-growing Platform Division.

Job Summary:

As part of the Platform product, you will be expected to assist our clients with all their payment processing needs and queries while also closely collaborating with other departments to offer them the best customer support experience possible.

What you’ll get to do:

• Monitoring the payments platform and reporting any observed transaction issues.

• Assisting our clients with all queries regarding the payment platform, reported over email or chat.

• Create and follow up until resolution priority 3 and 4 Incident tasks are resolved to fix technical issues in the payment platform.

• Signaling and transferring to the technical department priority 1 or 2 Incident tasks.

• Opening Configuration tasks to tailor payment methods and the user interface in accordance with client's requests and needs.

• Manually syncing or changing transaction statuses, if necessary to correct issues in the automatic processing.

• Acknowledging and taking action based on alerts received in cases of any type of disruption of the transaction processing, user registration or log in, responsible gambling limits and all related to platform issues.

• Sending official notifications to our clients regarding changes in transaction processing and scheduled or unscheduled maintenance.

• Working closely with different departments to be the first point of contact for our clients and ensure all their processing needs are met.

• Notifying internal departments of any matter that would create a block for transaction processing or of any need our department has identified in the best interest of our clients.

• Having in-depth knowledge of all department-related procedures and the software's functionality.

• Assisted with transaction processing and communication with the client in cases where we performed platform migrations.

What You need to shine:

• Excellent English skills are mandatory, with a B2 or higher level required.

• Previous experience with online payment processing or chat/email customer support is a plus.

• Computer savvy.

• To have an all-around logical approach, high attention to detail, accuracy and ability to multi-task.

• Excellent written and verbal communication skills.

• Active listener with a proactive work ethic.

• Ability to follow documented procedures and apply logical thinking to find new solutions.

• Willingness to continuously learn and improve.

• Highly organized and focused on the client experience.

• Ability to work independently and also to cooperate within a team.

• Time management skills.

• Ability to understand and communicate technical problems concisely and professionally.

What to Expect: Working Hours & Schedule

• Salary: 750 EUR net/month + food allowance.

• Innovative shift pattern: you will work 4 shifts/ week of 10 hours each.

• For the first 3 months of employment: it is required to have availability for fully on-site work, on morning and afternoon shifts, for training and shadowing purposes.

• After the first 3 months of employment: 50% of your availability needs to be for night shifts. The rest of 50% will be worked on morning and afternoon shifts.

You can work from home for the night shifts, while for the morning and afternoon shifts, you will have a maximum of 60 days per year allowance to work from home, prorated in accordance with the remaining time in the calendar year.

From 2027, the number of work from home days will go to 10 days per year.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.

• Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.

• Benefit from two Free Fridays each year, limited to one per quarter.

• Daily catered lunch or monthly lunch allowance.

• Private Medical Subscription.

• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

• Access to an Employee Assistance Program through TELUS Health

Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.