Support Services Language Specialist (Russian) - Night shifts

[Casper0k]

The Rational Group (the “Group”), is a global leader in online gaming, including Poker (where it operates the largest and most popular poker brands in the world), Casino and Sportsbook. Its main brands are PokerStars and Full Tilt. The Group is a B2C division of Amaya Inc, listed on the Toronto Stock Exchange.

This role is to be based in the Group’s Dublin services office.


Job Purpose:

To provide excellent customer service to the Group’s players by assisting them with a wide range of queries in accordance with Group policies and procedures. This a fulltime position doing nightshifts.



Key Responsibilities:

« To assist with gaming (Sportsbook/Poker/Casino) and Technical queries, providing fast, accurate and thorough responses to numerous e-mails per shift in English and Russian.

« Help maintain player accounts (passwords, cash transfer, account privileges) on behalf of the Group in accordance with Group procedures.

« Interact with other departments to provide the necessary support to solve Poker/Casino/Sportsbook and Technical related queries.

« Handle and provide others with advice in relation to integrity emails received from the Group’s players.

« Assist other team members with complex Poker/Casino/Sportsbook and Technical related emails and queries.

« Inform players about current promotions as instructed by the Group using pre-approved promotional material.

« Provide accurate and timely escalation of issues impacting the Group’s player’s experience to assist in improving the end user experience.

« Respond to player concerns about site integrity using the pre-approved templates provided by the Group.

« Review player log files to resolve account/ gaming issues and ensuring that effective service has been provided to the players in line with the quality standards set out by the Group.

« Assisting players with connection, installation, configuration, and system issues in line with established Group procedures.

« Any other duties associated with assisting the Group’s players as requested by the Support Services Manager.

« This role will involve night work.


Skills and Capabilities:

Essential:

« Fluent in Russian, with an excellent command of English.

« Strong customer service mentality with first-rate attention to detail.

« Customer service or Call Centre experience.

« Strong gaming experience on Sportsbook (live or online).

« Self-motivated, able to work as part of a busy team.

« Ability to work in a high-volume work environment.

« Minimum typing speed of 40 wpm; 60 wpm or more preferred.

« Strong all round understanding of basic computer software especially Word and Excel.



Desirable:

« Additional languages are an asset.

« Desirable knowledge in online Poker/Casino games.



Behavioral Competencies:

Communicates Effectively

Results Focused

Job Knowledge

Customer Focus

Innovation

Decision Making

Working with others

Commitment & Resilience

Flexibility & Adaptability

Planning & Organizing

Quality Focused

Leadership


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