B2B Support & Monitoring Agent

About us

We are a software company that develops a variety of products in the online iGaming and land-based casino industry – Slot games, Live casino games and Land-based terminals, Bonusing systems, etc. Our products are enjoyed by numerous players worldwide. Based in Sofia, our team is rapidly growing! Аs a B2B SaaS provider we’re a unique mix of developers, artists, QA engineers, product managers, and administrators, all dedicated to creating enjoyable games and effective tools for our users. And now we are looking for our next …… teammate!

Currently, our Support & Monitoring team is searching for a B2B Support & Monitoring Agent who will be providing B2B technical support, managing incident processes, monitoring services and ensuring timely communication and escalation.

What you will do:

• Maintain a positive and professional attitude towards clients and internal teams
• Monitor the company’s services and providing B2B Technical Support
• Respond promptly to customer enquiries via different communication channels e.g. chat, ticketing system, emails, etc.
• Investigate and report anomalies within a monitoring software
• Escalate issues in a timely manner to the relevant internal or external teams when needed
• Have ownership of the incidents management process

Requirements:

• 2+ years of experience in technical support team preferably as a chat or email agent
• Past experience in using monitoring applications (Grafana, Kibana, Cloudwatch, etc.)
• Troubleshooting and analytical skills
• Experience in checking logs and collecting debug information
• Fluency in written and spoken English
• Excellent communication skills with ability to act calmly in a difficult and stressful situation
• Basic knowledge of software/app support, multiple browsers and operating systems (Android, IOS, Windows, MacOS)
• Basic understanding of software development lifecycle
• Good knowledge of Jira, Confluence and Google Workspace

We will consider as a strong advantage if you have:

• Technical background
• Past experience in the Online Gambling/iGaming industry
• Knowledge in cloud environments (e.g. AWS) and networking

* The position requires shift work (day and night).

Why join us?

• Full-time employment contract.
• Convenient office location near InterExpo Metro station.
• Multisport card fully covered by us.
• Additional health insurance after 3 months of employment.
• Annual paid leave increases with tenure (22 days + one additional day for each year with the company).
• Complimentary beverages and fruits in the office.
• Relax zone with PlayStation, table tennis, and more.
• Regular team gatherings.
• Premium discount card for over 90 stores and restaurants.
• A supportive and close-knit team.
• Transparent working environment with management that values employee input.
• Agile and casual culture.
• Opportunity to work in a dynamic, evolving, and profitable industry.

Interested?

If this sounds like the perfect role for you, we’d love to hear from you!

Please send your CV in English. All applications will be treated with the utmost confidentiality, and only short-listed candidates will be contacted.

Thank you for considering a career with us!