As a Customer Support Agent - L1 at WA.Technology, your primary responsibilities include handling technical support requests for iGaming platforms, assisting customers with issues related to access, payments, and bonuses, and providing exceptional service across various channels like email and live chat. You will also be expected to log incidents accurately, collaborate with internal teams, and stay updated on new products and system functionalities.

To qualify for the Customer Support Agent - L1 position at WA.Technology, you should have at least one year of experience in technical support or customer service, ideally in the iGaming sector or related industries. Familiarity with digital platforms, CRM systems, and remote support tools is essential. Proficiency in Portuguese and a good command of English are also required, along with strong problem-solving skills.

WA.Technology fosters a supportive work environment by implementing a hybrid work model that balances in-office collaboration with remote flexibility. We encourage team collaboration, provide opportunities for professional growth, and promote a culture of innovation and trust to empower our Customer Support Agents to perform at their best.

Customer Support Agents - L1 at WA.Technology utilize various tools such as CRM systems like JIRA for ticket management, email and live chat platforms for customer interactions, and incident logging software to efficiently resolve customer issues. Being familiar with these tools enhances their ability to provide quick and effective support.

At WA.Technology, Customer Support Agents - L1 have ample growth opportunities. Our commitment to fostering an inclusive and innovative environment allows team members to broaden their expertise in the iGaming industry. Additionally, you will work alongside industry leaders, gaining valuable insights and skills that can advance your career.

When faced with stressful situations, I focus on maintaining composure and actively listen to the customer’s issue. This approach helps me understand their concerns better and find a suitable resolution. I believe that a calm demeanor not only reassures the customer but also allows me to think clearly and manage multiple tasks efficiently.

Absolutely! In my previous role, I encountered a customer who experienced persistent technical problems with their account access. I patiently gathered all necessary details, collaborated with my technical team, and escalated the case when required. Ultimately, I was able to resolve the issue and the customer appreciated the proactive follow-up, which helped restore their confidence in our support.

To prioritize my tasks effectively, I assess the urgency and impact of each request. I like to categorize tasks based on customer needs and severity, ensuring that high-impact issues are addressed first. This strategy helps me manage my time efficiently and provide consistent support to our customers.

I understand that WA.Technology is a leading B2B iGaming provider, offering innovative platforms like WA.Sports and WA.Casino. Their extensive range of services and products empowers gaming operators by providing cutting-edge solutions and seamless integrations. I'm excited about contributing to such a dynamic company that prioritizes customer satisfaction and technological advancement.

I have a solid understanding of CRM tools, particularly JIRA, which I have used extensively for managing tickets, tracking incidents, and ensuring timely updates to customers. My experience allows me to navigate these systems effectively, ensuring that I log and manage incidents accurately, contributing to efficient resolution processes.

I regularly engage in industry research, attend webinars, and participate in relevant online courses. By staying informed about the latest trends and developments, I can better serve customers and provide them with the most current solutions and insights.

I am fluent in Portuguese and proficient in English. Being bilingual allows me to connect with a broader range of customers, ensuring effective communication and understanding of their issues. This language skill enables me to provide tailored support to both local and international clients.

My experience in technical support within the iGaming sector has equipped me with the skills to troubleshoot customer issues related to access, payments, and user configurations. I understand the unique challenges that customers face in this fast-paced environment and am adept at quickly identifying solutions to enhance their gaming experience.

I admire WA.Technology's commitment to innovation and customer satisfaction. The opportunity to work with a talented team in an increasingly popular industry excites me. I believe my skills and passion for problem-solving align with the company's goals, and I'm eager to contribute to its growth.

The most critical quality for a Customer Support Agent is empathy. Understanding and addressing customer concerns with compassion fosters trust and enhances their overall experience. This quality enables us to create meaningful connections, allowing for more effective support and solutions.