Level 2 Support Specialist
Who we are:
Selesa offers IT outsourcing, specialist out-staffing, and project management services to enhance business operations. We focus on providing skilled professionals for IT needs, including development, security consulting, and business development. Selesa also manages sales, account management, and human resources to support company growth. Our services are known for efficiency, quality, and strong communication, making us a trusted partner for businesses looking to streamline and secure their IT infrastructure. Originated in Vilnius, Lithuania, we cater to global clients.
Who we are looking for:
We are looking for a Level 2 Support Specialist to act as the technical bridge between customer-facing Level 1 agents and Level 3 team, responsible for investigating and resolving complex issues in integrations with partners, payments, bonus malfunctions, and other platform issues. s.
Responsibilities
Resolve complex technical incidents related to games, transactions processing, API requests
Perform root cause analysis,prepare incident reports, escalate to L3 or dev team
Manage second line investigation of issues and testing of newly released games
Perform detailed testing of the integrations with providers and operators
Analyze logs and metrics to identify failures or anomalies
Gather client requirements to coordinate with team
Provide help to customer inquiries
Coordinate the communication flow between L1 and L3 teams for escalated issues.
Handle client escalations by updating status flags, escalating to L3.
Identify and troubleshoot different types of APIs and customer integrations issues
Maintain internal documentation
Requirements:
Excellent communication skills
Good knowledge of ticketing systems
General understanding of client-server architecture
iGaming-specific knowledge would be a plus
2+ years of experience in Customer or Technical Support
Strong analytical and troubleshooting mindset
Expertise with documenting processes and knowledge
Proficiency in English
Strong attention to detail and teamwork skills
Ability to meet deadlines in a fast-paced environment
What we offer:
Fully remote position with a flexible schedule
Long-term opportunity with potential for financial and career advancement
Supportive and positive work culture, collaborating with like-minded teammates
When submitting your application, please make sure to include your responses to the following screening questions in your COVER LETTER:
Please explain to us your level of spoken/written English. Just rank it from 1 to 10, where 10 means a Native Speaker; 8-9 means a Near Native Speaker; 6-7 means Fluent Speaker; under 6 any further levels.
Can you share examples from your portfolio that showcase your Level 2 Support experience?
What are your monthly salary expectations for a long-term, full-time position (if we consider 40 hours a week)?
What is your notice period and how soon can you join ?