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Technical Website Support Specialist

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This role involves providing first-level technical support to external customers for LeadVenture software applications, encompassing proprietary software, email, and website assistance. Key responsibilities include managing incoming requests via phone, email, and chat, effectively troubleshooting unclear issues, and facilitating workflow for more complex graphical updates or advanced development tasks. The specialist will also be responsible for initiating, tracking, and closing tickets, maintaining records, and identifying trends in customer issues, while recommending process improvements.

Technical Support Specialist III (temporary position)

Essential Duties and Responsibilities<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.</li><li class="leading-relaxed">Sign into the phone queue and take calls, emails and chat sessions as assigned and respond to customer requests in a timely and accurate manner.</li><li class="leading-relaxed">Manage (triage) incoming requests from both internal and external parties.</li><li class="leading-relaxed">Effectively troubleshoot requests that are unclear or do not include enough details.</li><li class="leading-relaxed">Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work.</li><li class="leading-relaxed">Initiate, update, track and close tickets through work order system within standard timelines.</li><li class="leading-relaxed">Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.</li><li class="leading-relaxed">Recognize, document and alert the supervisor of trends in customer calls and issues.</li><li class="leading-relaxed">Recommend process improvements.</li><li class="leading-relaxed">Perform additional responsibilities as assigned.</li></ul>QualificationsEducation and Experience:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum of high school diploma.</li><li class="leading-relaxed">Minimum of 2 years computer and software service experience in a fast-paced business environment.</li><li class="leading-relaxed">Minimum of 1 years supporting software applications for external customer via phone chat and email in technical help desk environment.</li><li class="leading-relaxed">Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.).</li><li class="leading-relaxed">Documented experience with HTML, CSS, and JavaScript.</li><li class="leading-relaxed">Demonstrated ability to work inter-departmentally to accomplish objectives.</li><li class="leading-relaxed">Ability to understand customer problems and know when to ask clarifying questions.</li><li class="leading-relaxed">Ability to identify analyze and solve complex problems related to LeadVenture applications.</li><li class="leading-relaxed">Ability to describe technical information in a way that a nontechnical person can understand.</li><li class="leading-relaxed">Strong writing skills in preparing instructions, email responses.</li><li class="leading-relaxed">Fluent English.</li></ul>Desired Experience:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Associates degree or some college experience in a technical area.</li><li class="leading-relaxed">High capacity to learn and adapt to changing technologies and service requirements.</li><li class="leading-relaxed">Basic understanding of DNS records and domain names.</li><li class="leading-relaxed">Basic understanding of Windows folder and registry structure.</li><li class="leading-relaxed">Bilingual would be helpful.</li></ul>

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This role involves building and maintaining strong, personalized relationships with VIP clients, acting as their primary point of contact, and addressing their needs promptly. The VIP Account Manager will provide tailored gaming experiences, coordinate premium services, and develop strategies to retain VIP clients. Key responsibilities include monitoring account activity, tracking KPIs, and reporting on VIP account performance to ensure high satisfaction and loyalty.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Growe welcomes those who are excited to:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Build and maintain strong, personalized relationships with VIP clients to ensure high levels of satisfaction and loyalty;</li><li class="leading-relaxed">Act as the primary point of contact for assigned VIPs, addressing their inquiries, needs, and concerns promptly;</li><li class="leading-relaxed">Provide tailored gaming experiences, including customized promotions, bonuses, and exclusive offers based on individual VIP preferences;</li><li class="leading-relaxed">Coordinate with internal teams to deliver premium services, including priority withdrawals, bespoke event invitations, and luxury rewards;</li><li class="leading-relaxed">Develop and implement strategies to retain VIP clients, minimizing churn through proactive engagement and loyalty initiatives;</li><li class="leading-relaxed">Monitor VIP account activity to identify opportunities for increased engagement or to address potential dissatisfaction;</li><li class="leading-relaxed">Track key performance indicators (KPIs) such as VIP betting activity, lifetime value, and retention rates;</li><li class="leading-relaxed">Provide regular reports to management on VIP account performance, including revenue contributions and engagement metrics.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">We need your professional experience:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">2-3 years of experience in a client-facing role within the gaming, casino, bookmaker, or luxury hospitality industry, with at least 1 year focused on managing high-net-worth or VIP clients;</li><li class="leading-relaxed">Proven track record in building and maintaining long-term relationships with high-value clients, demonstrating success in client retention and satisfaction;</li><li class="leading-relaxed">Experience in account management or customer relationship management (CRM), preferably in a gambling or betting environment, with a focus on personalized service delivery;</li><li class="leading-relaxed">Demonstrated ability to meet revenue and performance targets, including increasing client engagement, lifetime value, or revenue contribution from VIP accounts.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">We appreciate if you have those personal features:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Excellent negotiation skills;</li><li class="leading-relaxed">Excellent communication and interpersonal skills;</li><li class="leading-relaxed">Customer-centric mindset.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">We are seeking those who align with our core values:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;</li><li class="leading-relaxed">DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;</li><li class="leading-relaxed">BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.</li></ul>

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Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.

Technical Website Support Specialist

Lead Software Engineer, AI Accelerator Group

Business Development and Support Specialist

Upsell Territory Manager

Technical Support Specialist

Account Manager, Customer Success

Sales Enablement Content Specialist

Technical Website Support Specialist

Integration Migration Specialist

Job Details