Customer Support Specialist

Position Overview

The primary responsibility of the Customer Support Specialist is responsible for handling customer inquiries via email and chat, giving prompt answers to customer questions. Provides knowledgeable help to customers and goes the extra mile in providing the correct details to customer queries. Adhere to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively.

All duties are to be performed in accordance with Company and departmental policies, practices, and procedures. All Company Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.   

Essential Duties & Responsibilities

• Act as the primary point of contact for clients over chat and email in the Live casino industry in a 24/7/365 environment

• Respond to customer queries

• Ensure that the chat room etiquette guidelines are being followed (chat moderation)

• Troubleshoot and report technical issued related to platform, games and rounds, escalating complex problems to the appropriate department(s) when necessary and follow- up to the resolution

• Proactively identify and address potential issues affecting clients, offering suitable recommendations to improve their experience

• Document interactions to ensure effective tracking and reporting

• Provide feedback and/ or give recommendations that would optimize internal processes

• Meet predetermined personal and team targets (such as response time, latency and user experience)

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned

Minimum Qualifications

• At least 18 years of age.

• Proof of authorization to work in Bulgaria.

• High school/ University diploma

• Proficient knowledge of English language (written)

• Excellent typing skills

• Advanced computer skills (e.g. Word, Excell, Outlook)

• Basic knowledge of ticketing and support tools (e.g. Fresh works, Jira, Confluence)

• Strong client- facing and communication skills

• Customer- focused mindset with a passion for delivering exceptional service

• Ability to handle several tasks simultaneously

• Troubleshooting skills

• Basic understanding of online gambling industry

• Required to work non- standard business hours (early, late, night shifts), including weekends and holidays

Physical Requirements

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.

• Work remotely as necessary.

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.

About Us:

At Sands Digital Services, we’re all about redefining live entertainment with unique play experiences. Our mission? Deliver exciting content, shape the future of gaming, and be a beacon of innovation. We push boundaries to bring the thrill of gaming to players worldwide. Our in-house team handles everything from ideas to game design and software development, creating products for all player types, including localized solutions.

We value our employees' well-being, love open communication, encourage collaboration, and support continuous learning. We’re building a culture where everyone feels valued, motivated, and inspired. Join us at Sands Digital Services and help us set new standards of excellence in live entertainment.

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