Technical Support - Tier 1 (USA)
ABOUT US
We are looking for a Tier 1 Technical Support Representative to join our Production & Support Team in the USA!
This role is the first line of defense in supporting our customers and internal teams. You will be responsible for handling incoming support requests, performing initial troubleshooting, and ensuring issues are properly logged, categorized, and resolved or escalated when needed.
This is a great entry point into the world of iGaming technology and operations, offering exposure to multiple platforms, systems, and customer-facing scenarios.
Responsibilities
- Act as the first line of support for customers experiencing technical issues, ensuring timely and accurate service.
- Diagnose and troubleshoot problems across various platforms.
- Escalate unresolved issues to the relevant teams (Tier 2, R&D) and follow up until resolution.
- Document troubleshooting steps, solutions, and best practices in internal knowledge bases while maintaining detailed records of customer interactions.
- Provide feedback to the team on recurring issues and customer insights.
- Assist in product training sessions for clients when needed.
Requirements
- Native-level English speaker.
- Proven experience in technical support, IT helpdesk, or Tier 1 support role.
- Strong understanding of computer systems, mobile platforms, and internet technologies.
- Ability to perform basic web troubleshooting to identify and resolve common issues.
- Fundamental understanding of HTML and CSS.
- Ability to read and interpret system logs and identify basic technical errors.
- Excellent problem-solving and analytical skills.
- Strong communication skills with the ability to explain technical concepts clearly.
- Customer-first mindset with patience, empathy, and service orientation.
- Team player with strong collaboration skills across departments.
- Must be authorized to work in the United States without sponsorship (now or in the future).
Advantages
- Previous experience in the iGaming industry - a significant plus.
- Familiarity with ticketing/helpdesk systems (e.g., Zendesk, Jira, Freshdesk).
- Knowledge of SQL or basic scripting.
- Native-level proficiency in Spanish or Portuguese - strong advantage.