Support Specialist

8 hours, 11 minutes ago
Full-time
Junior
Customer and Technical Support

VIONICA LIMITED

VIONICA LIMITED presents itself as a specialized IT company providing custom software development, web page design, system integration, IT consulting, software maintenance/support, and other technical solutions tailored to business needs.

IT services
Founded 2025

Description

  • Provide first-line support to operators and business partners via email, ticketing systems, and chat.
  • Investigate and resolve issues related to game functionality, player sessions, transactions, jackpots, and integrations.
  • Monitor incoming incidents and respond within SLA requirements.
  • Escalate complex technical issues to Development, QA, or DevOps teams when needed.
  • Collect, analyze, and document issue details to support troubleshooting.
  • Maintain internal knowledge base articles and support documentation.
  • Assist with game release support and post-launch monitoring.
  • Participate in incident management and root cause analysis.
  • Collaborate with Product, QA, and Engineering teams to improve service quality.

Requirements

  • 2+ years of experience in Customer Support, Technical Support, Help Desk, or a similar role.
  • 1+ year of QA experience.
  • Strong communication skills in English, at B2+ level.
  • Experience working with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
  • Basic understanding of web technologies, APIs, JSON, HTTP requests, and browser developer tools.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Previous experience in iGaming, online casinos, sports betting, or the gaming industry (nice to have).
  • Understanding of game mechanics and player behavior (nice to have).
  • Experience with SQL and log analysis (nice to have).
  • Knowledge of monitoring tools and incident management processes (nice to have).

Benefits

  • 21 vacation days plus 5 extra days off annually.
  • 12 paid sick days.
  • Fully remote work from anywhere.
  • Flexible schedule with start times between 08:00 and 12:00 CET.
  • Fixed budget for health insurance and gym or fitness expenses.
  • All required work equipment provided.
  • Direct communication with founders and C-level leaders.
  • Minimal meetings and an async-friendly workflow.
  • Business trips and team meetups several times per year.
  • Multiple salary payout options.
  • Additional perks unlocked after break-even.

Interested in this position?

Apply directly on the company website

Apply Now

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