Technical Support Specialist

As a Technical Support Specialist at Playson, you will be responsible for providing full customer support for our partner integrations. This includes troubleshooting issues, integration protocol testing, and delivering top-notch second-level customer support. Your role will be pivotal in ensuring seamless gaming experiences for our partners.

To qualify for the Technical Support Specialist role at Playson, candidates should possess effective communication skills, a proactive client-oriented approach, and at least an upper-intermediate level of English. Spanish proficiency at B2 or higher is also essential. Knowledge of XML/JSON, Git, and API protocols, along with experience in the iGaming industry, is beneficial.

The work environment at Playson for a Technical Support Specialist is remote and flexible, allowing you to balance personal and professional life. You will have a dynamic atmosphere where you can collaborate with a global team while providing essential support to our partners in the iGaming sector.

At Playson, Technical Support Specialists have ample opportunities for professional growth. We offer reimbursement for professional development, which encourages continuous learning and skill enhancement. The exposure to integration protocols and iGaming intricacies also paves the way for career advancement within the company.

Playson offers an attractive range of benefits for Technical Support Specialists, including a competitive salary in EUR, quarterly bonuses, comprehensive medical insurance for you and a significant other, unlimited paid vacation and sick leave, and support during life events. This ensures that you feel valued and supported while working with us.

When answering this question, illustrate your systematic approach to troubleshooting. Start by discussing how you gather detailed information from the user, then how you replicate the issue, followed by the steps you take to resolve the problem. Emphasize your communication with the user throughout the process.

Be prepared to share specific experiences where you have utilized XML and JSON. Discuss any projects or tasks where you read, edited, or created data in these formats. Highlight your understanding of their role in API integrations and why they are important for the Technical Support Specialist role.

Explain your method for prioritizing tasks, such as assessing the severity of each issue and the impact on the customer. Mention any tools you use to track tasks and how you communicate with customers about timelines. This shows your organizational skills and customer-focused mindset.

Share your passion for problem-solving and helping others, as well as the satisfaction that comes from resolving technical issues. Discuss how working in a dynamic sector like iGaming excites you and fuels your desire to learn and grow.

Detail a specific instance where you were required to learn a technology on the fly. Discuss the resources you utilized (like documentation, training, or team support) and how you applied your learning to a real-world situation. This reflects your adaptability and proactive learning style.

Discuss your approach to customer service, emphasizing active listening, empathy, and clear communication. Talk about the importance of managing expectations and following up with customers to ensure their issues are resolved satisfactorily.

Provide a straightforward explanation of APIs, focusing on their role as intermediaries that allow different software systems to communicate. Use relatable examples to illustrate your understanding, which demonstrates your technical knowledge while keeping it accessible.

Demonstrate your knowledge of the iGaming industry by mentioning current trends, key players, and any specific technologies or regulations that impact it. Showing your awareness of the industry landscape will impress interviewers and confirm your enthusiasm for the role.

Addressing this question involves expressing your commitment to patience and understanding. Share techniques such as staying calm, actively listening, and providing solutions to resolve their issues. Highlight the significance of seeing things from the customer's perspective to diffuse tension.

Share your aspirations in the technical support field, such as gaining deeper technical knowledge, specializing in certain areas relevant to the role, or moving into project management. This showcases your motivation and alignment with the company’s growth objectives.