Customer Support Specialist

Job Summary:

We want to add a new Customer Support Specialist to our ever-growing MoneyMatrix Division.

It is a great opportunity to work in a tech-driven company. Our headquarters are in the heart of the city, full of interesting and challenging projects in a relaxed and friendly environment.

As part of the MoneyMatrix product, you will be expected to assist our clients with all their payment processing needs and queries while also closely collaborating with other departments to offer them the best customer support experience possible.

Company Intro:

EveryMatrix is a leading B2B SaaS provider of iGaming software, content, and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide. The company is profitable, with over EUR 100m in annual revenues, and has 1000 employees in offices across ten countries in Europe, Asia, and the US. EveryMatrix was founded in 2008 and remains a founder-owned private company.

Responsibilities:

• Monitoring the payments platform and reporting any observed transaction issues.
• Assisting our clients with all queries regarding the payment platform, reported over email or chat.
• Create and follow up until resolution priority 3 and 4 Incident tasks are resolved to fix technical issues in the payment platform.
• Signalling and transferring to the technical department priority 1 or 2 Incident tasks.
• Opening Configuration tasks to tailor payment methods in accordance with client's requests and needs.
• Manually syncing or changing transaction statuses, if necessary to correct issues in the automatic processing.
• Acknowledging and taking action based on alerts received in cases of any type of disruption of the transaction processing.
• Sending official notifications to our clients regarding changes in transaction processing and scheduled or unscheduled maintenance.
• Working closely with different departments to be the first point of contact for our clients and ensure all their processing needs are met.
• Notifying internal departments of any matter that would create a block for transaction processing or of any need our department has identified in the best interest of our clients.
• Having in-depth knowledge of all department-related procedures and the software's functionality.
• Assisted with transaction processing and communication with the client in cases where we performed platform migrations.

Requirements:

• Excellent English skills are mandatory, with a B2 or higher level required.
• Previous experience with online payment processing or chat/email customer support is a plus.
• Computer savvy.
• To have an all-around logical approach, high attention to detail, accuracy and ability to multi-task.
• Excellent written and verbal communication skills.
• Active listener with a proactive work ethic.
• Ability to follow documented procedures and apply logical thinking to find new solutions.
• Willingness to continuously learn and improve.
• Highly organized and focused on the client experience.
• Ability to work independently and also to cooperate within a team.
• Time management skills.
• Ability to understand and communicate technical problems concisely and professionally.

Work-Life Balance:

Salary: 690–810 EUR net/month

• Innovative shift pattern: you will work 4 shifts/ week of 10 hours each.
• For the first 3 months of employment: it is required to have availability for fully on-site work, on morning and afternoon shifts, for training and shadowing purposes.
• After the first 3 months of employment: 60% of your availability needs to be for night shifts. The rest of 40% will be worked on morning and afternoon shifts.

You can work from home for the night shifts, while for the morning and afternoon shifts, you will have a 40% allowance to work from home. The work-from-home allowance percentage is calculated quarterly, which offers ample possibilities for remote work and a true work-life balance.

• 22 days off per year, rising to 32 by year 5 inside the company.
• 10 sick leave days per year (without a doctor's note).
• 40% work from home after the first 3 months within the company.
• If returning to work soon after having a child, 1 year 100% WFH for mothers.
• WFH after the child is born—for fathers: 13 weeks of 100% WFH (from the day of the child's birth).

Benefits and Office Perks:

• Daily catered lunch or lunch allowance
• Private Medical Insurance – Regina Maria
• Our own in-house gym, health & well-being programs
• Fruits Tuesday
• Access to online learning platforms Udemy for Business and O’Reilly and budget for external training
• Bookster
• Massage at work
• Anniversary gifts
• Frequent free-bar parties, annual whole-company parties (have previously rented our planes to get everyone together!)
• Fun corner: ping pong table, PS4, lots of board games