Trading Customer Support Agent

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content, and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking to add a Trading Customer Support Agent to our team in Bucharest.

Responsibilities:

• Assist clients via e-mail and live chat.
• Check and process bets and settle matches according to company policy.
• Investigate issues related to missing matches or results.
• Create activity reports.
• Add missing matches, tournaments, and participants.
• Check and update the information provided to clients.

• Perform job shadowing with more senior colleagues to learn best practices and procedures.
• Solve customer issues efficiently and accurately, ensuring high levels of customer satisfaction.
• Develop a basic understanding of OddsMatrix betting rules and Microsoft Excel.

Requirements:

• Availability to work in shifts (09:00-17:00; 17:00-01:00, 01:00-09:00) and weekends (2 weekends per month).

• Advanced English skills, both written and spoken.
• Proficiency in MS Office Suite (especially Excel).
• Willingness to learn quickly and ask questions when needed.
• Strong problem-solving skills, with the ability to diagnose and resolve issues.
• Ability to work well under pressure and manage time effectively.
• Good writing skills to craft informative and concise communications.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Stay Healthy: 10 sick leave days per year, no doctor's note required.
• Hybrid work schedule: 60% work from the office and 40% work from home per quarter (during your first 3 months, you'll be in the office full-time).
• Support for New Parents:
  • 21 weeks of paid maternity leave, with the flexibility to work from home full-time until your child turns 1 year old.
  • 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.
• Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access to online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023, it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market-leading gaming solutions.