Customer support agent (IGaming)

Fidel Partners is seeking a Customer Support Agent for their IGaming platform. The role involves delivering high-quality real-time customer support through live chat and phone, ensuring quick responses and excellent customer experience.

• Communicate with customers via live chat and phone
• Resolve simple and standard inquiries independently
• Escalate cases to relevant departments or shift Team Lead when needed
• Use knowledge base to find and apply appropriate articles
• Maintain friendly, professional, and consistent tone of voice
• Improve SLA requirements including response speed, quality of answers, and chat volume per shift
• Work in data-driven environment and analyze information received

• Native Spanish and fluent English (oral and written)
• Fast and accurate typing
• Computer literacy
• Experience with chat tools such as Zendesk, Intercom, or Freshdesk (preferred)
• Multitasking, problem-solving, and stress management skills
• Flexibility to work night shifts in a 24/7 rotation

Schedule: 2/2 shift system - 2 days on / 2 days off, 12-hour shifts (including nights)

Format: Remote