Customer Support Agent
- Costa Rica
- Permanente
- Tiempo completo
- Handle inquiries and complaints from regular and high-value customers via email, live chat and social media
- Provide accurate information about products, services, purchases, redemptions, loyalty rewards, and technical issues
- Deliver personalized assistance based on customer preferences and tailor the support experience accordingly
- Resolve customer issues promptly and professionally to ensure a positive player experience
- Raise escalations from high-value customers to Senior Agent on shift, addressing issues with SA guidance on how to resolve matters
- Provide consistent follow-ups and updates to customers on escalated issues, until full resolution
- Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities
- Foster customer loyalty through tailored support and relationship-building strategies, providing personalised recommendations and solutions
- Collaborate cross-functionally with other departments to resolve escalations and improve service delivery
- Communicate customer needs, concerns, and suggestions to Senior Agents for oversight and input
- Meet or exceed individual and team KPIs, SLAs, and performance targets
- Participate in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge
- Stay informed on industry trends, tools, new technologies and best practices in customer support and high-value customer management
- Provide insights and recommendations to the CS Senior Agent / CS Manager for improving support processes, tools, and workflows related to customer support
- Minimum of 2+ years of experience in a customer service role within the online gambling or social casino industry.
- Strong contact handling skills, active listening, and a problem-solving mindset.
- Familiarity with Zendesk and high IT literacy.
- Customer-oriented approach with the ability to adapt/respond to different personality types.
- Excellent communication and presentation skills, with fluency in written and spoken English.
- Proven ability to multi-task, prioritize workload, and manage time effectively in a remote work environment.
- Experience handling escalations and providing guidance to junior support agents is a plus.
- Willingness to work flexible hours, including weekends and holidays.
- You will need your own office setup with a self-provided laptop or PC, headset, and a reliable internet connection that meets the following requirements:
- PC: Intel i5 4th Gen (or higher) – self-provided
- OS Version: Windows 10 or higher
- Internet browser: Preferably Chrome (Edge, Firefox also acceptable)
- RAM: Minimum 8 GB
- HDD Space: Minimum 1 GB available
- Headset: USB headset (noise-canceling)
- Web Camera: Required for team meetings
- Internet: Ethernet/hardline connection with a minimum 10Mbps upload & download speed
- Backup internet provider for reliability
High Pace. High Growth. Real Impact.
At Patrianna, we're building a place where data scientists and innovators can thrive — not by sitting on the sidelines, but by being embedded in the action. Your work won't just live in dashboards; it will launch in real products, shift real metrics, and shape how millions of people experience our platform. You'll work closely with the founder in a high-impact role, gain exposure to cutting-edge gaming projects, and have endless opportunities for growth.What We Offer
- Full Remote Work: Work from wherever you feel most productive.
- Company Events: Connect with the team through engaging, informal events.
- Continuous Development: Join a fast-growing business where the sky's the limit.