Senior Customer Support Specialist (Tier 3) at Turbham Limited

Job Description:

We are looking for an experienced and highly skilled Senior Customer Support Specialist to join our on-site team. As a Tier 3 support agent, you will be responsible for resolving the most complex customer issues and providing expert-level assistance across chat, email, and phone channels. Your role will require advanced knowledge of our casino platform, support reference database, and specialized technical and KYC (Know Your Customer) skills.

Key Responsibilities:

• Advanced Issue Resolution: Handle escalated customer inquiries, including the most complex and technical issues, through chat, email, and phone. Use your advanced understanding of the casino platform to diagnose problems and provide effective solutions.
• KYC & Compliance: Lead the execution and verification of KYC processes, ensuring thorough review and adherence to all regulatory standards. Address challenging compliance-related inquiries and ensure all customer documentation meets required guidelines.
• Technical Support: Utilize specialized technical knowledge to troubleshoot and resolve issues related to platform functionality, software bugs, and other advanced technical problems. Collaborate with internal teams to identify and address systemic issues.
• Platform Expertise: Maintain a deep understanding of the casino platform and related systems, including account management, gameplay mechanics, and backend processes. Use this expertise to support customers and mentor lower-tier support agents.
• Documentation & Reporting: Accurately document all customer interactions, resolutions, and KYC verifications in the support system. Provide detailed reports on complex issues and contribute to compliance documentation as required.
• Knowledge Base Contribution: Continuously update and improve the support knowledge base by sharing insights from resolved cases, new platform developments, and changes in KYC regulations. Provide guidance and training to Tier 1 and 2 support agents.

Requirements:

Experience:

• Extensive experience in a customer support role, with a strong preference for those with a background in the online gambling or gaming industry.
• Proven expertise in handling complex customer issues and technical support.
• Significant experience with KYC procedures, customer compliance, or related regulatory processes.

Skills:

• Superior communication skills, with the ability to explain complex concepts clearly and concisely.
• Advanced problem-solving skills, with a focus on identifying root causes and delivering effective solutions.
• Proficiency in customer support tools, CRM systems, and technical troubleshooting.
• Strong organizational skills with the ability to manage multiple high-priority tasks.

Technical Knowledge: Deep knowledge of online gaming and casino platforms, including gameplay mechanics, software functionality, and backend processes. Expertise in KYC certification and customer compliance procedures is essential.

Certification: Relevant certifications in KYC, customer compliance, technical support, or advanced customer service are highly desirable.