Finnish speaking 2nd Line Support Specialist
We usually respond within three days
We are looking for Second Line Support Specialist to act as front liners in analysing customer needs and providing technical support for our outsourced Customer Support department.
What will you be doing?
• Provide support to our outsourced and in-house CS team in order to solve customers’ queries;
• Build relationships with game providers and other departments in order to solve customers’ queries and issues;
• Keep track of issues faced by customers;
• Propose improvements in order to avoid the interruption of play and increase the overall customer experience;
• Provide ongoing support, refreshment/follow-up/quality analysis to all CS Agents;
• Monitor CS Agents in liaison with localised Customer Operations Manager on performances and provide feedback and recommendations for any additional training needs to management;
• Take part in, and sometimes lead, various projects within the CS department;
• Actively seek and manage ways of improving existing processes & enhancing the customer experience by reviewing survey responses providing necessary feedback to management.
Who are we looking for?
• At least 1 year of experience within a customer service role, ideally within the iGaming industry
• Fluency in Finnish and English languages
• Experience with Office Suites and Google Apps (Docs, Sheets, etc)
• Organised with strong attention to detail
• Good communication skills and interpersonal skills
• Good negotiation and persuasion skills
• Ability to work independently
• A team player willing to work within a tight-knit team
Start Date: As soon as we find a match!
- Department
- Revenue & Operations
- Role
- Finnish speaking 2nd Line Support Specialist
- Locations
- Malta
- Employment type
- Full-time
Our benefits
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Rootz workouts 🚴
To push our team members further and encourage them on their health journey, we've launched a brand new initiative - Rootz Workouts.
We allow our team to train using three hours out of the 40-hour work week. Not only will this help with their personal health and fitness goals, but it'll help the mind to be more focused, leading to increased work performance and productivity. -
Fitness Allowance 🏋️
In addition to Rootz workouts, we offer a yearly fitness allowance to our employees.
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Professional Development Allowance 📚
The professional development contribution can be used for any type of courses that will benefit your professional development.
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Healthy Minds 🧠
In cooperation with Richmond Foundation in Malta, Rootz offers free counselling sessions to all employees.
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Private Health Insurance 🩺
All our employees are covered by a private health insurance.
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Refer a friend 🧑💻
Let's recruit together to find your next colleague! 🤩 Our employees are eligible in receiving a referral bonus.
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Team building events 🙌
We love getting together. Both team and company wide team building events are organized multiple times a year.
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Dog friendly office 🐶
Our furry friends are also welcome at Rootz offices!
Our culture
Our fundamental belief is that of employing genuine people that are able to collaborate efficiently with other teams, striving towards a common goal, celebrating differences, eliminating barriers, valuing ideas with respect and most importantly building trust with the rest of their colleagues!
About Rootz
Rootz was formed in 2018 with an all-star crew of experienced iGaming professionals. With a heavy focus on innovative and efficient programming, lean but powerful graphics, and rich content, Rootz has built a platform that delivers the very best in online gaming management.
Rootz is built on a philosophy of quality over quantity. Where iGaming operations of the past have thrown personnel at every obstacle, Rootz employs automation to eliminate company redundancies. Staying lean and mission-focused, Rootz has opted to tackle iGaming with the most competent professionals, state-of-the-art systems and programming, and a keen focus on the trends and challenges of the future.
Finnish speaking 2nd Line Support Specialist
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