Customer Support Agent

📍 Job Overview

• Job Title: Customer Support Agent
• Company: Patrianna
• Location: Buenos Aires, Argentina
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-07-31
• Experience Level: Entry Level (0-2 years)
• Remote Status: Remote (Argentina only)

🚀 Role Summary

• 📝 Enhancement Note: Patrianna is a global product development company specializing in social casino gaming, seeking a Customer Support Agent to deliver exceptional customer experiences across various channels. This role offers an opportunity to grow professionally in an international setting while contributing to a dynamic team.

• Handle customer inquiries and complaints via email, live chat, and social media for both regular and high-value players.

• Provide accurate information and personalized assistance, tailoring support experiences to customer preferences.

• Resolve customer issues promptly and professionally, ensuring a positive player experience.

• Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities.

• Collaborate cross-functionally with other departments to resolve escalations and improve service delivery.

• Meet or exceed individual and team KPIs, SLAs, and performance targets.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of the Customer Support Agent revolve around customer interaction, issue resolution, customer engagement, collaboration, and performance improvement.

• Customer Interaction & Support:

  • Handle inquiries and complaints from regular and high-value customers via email, live chat, and social media.
  • Provide accurate information about products, services, purchases, redemptions, loyalty rewards, and technical issues.
  • Deliver personalized assistance based on customer preferences and tailor the support experience accordingly.

• Issue Resolution:

  • Resolve customer issues promptly and professionally to ensure a positive player experience.
  • Raise escalations from high-value customers to Senior Agent on shift, addressing issues with SA guidance on how to resolve matters.
  • Provide consistent follow-ups and updates to customers on escalated issues until full resolution.

• Customer Engagement:

  • Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities.
  • Foster customer loyalty through tailored support and relationship-building strategies, providing personalized recommendations and solutions.

• Collaboration & Communication:

  • Collaborate cross-functionally with other departments to resolve escalations and improve service delivery.
  • Communicate customer needs, concerns, and suggestions to Senior Agents for oversight and input.

• Performance & Continuous Improvement:

  • Meet or exceed individual and team KPIs, SLAs, and performance targets.
  • Participate in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge.
  • Stay informed on industry trends, tools, new technologies, and best practices in customer support and high-value customer management.
  • Provide insights and recommendations to the CS Senior Agent / CS Manager for improving support processes, tools, and workflows related to customer support.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree preferred but not required.

Experience: Previous experience in customer support or a related field is preferred but not mandatory.

Required Skills:

• Strong communication skills in English, both written and verbal.
• Excellent listening and problem-solving skills.
• Empathy and patience when dealing with customers.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using customer support software and tools.

Preferred Skills:

• Bilingual or multilingual skills.
• Experience with CRM software.
• Familiarity with social casino gaming or the iGaming industry.
• Knowledge of HTML, CSS, or other web development languages (not required but a plus).

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this position is ARS 60,000 - ARS 80,000 per year (approx. USD 550 - USD 735), depending on experience and qualifications. This is an estimate based on market research and may vary depending on the candidate's skills and experience.

Benefits:

• Competitive salary and performance-based bonuses.
• Health insurance and dental plan.
• Retirement plan.
• Professional development opportunities.
• Flexible working hours.
• A dynamic and international work environment.

Working Hours: Full-time position with a standard workweek of 40 hours, Monday to Friday. Flexible hours and remote work options may be available for Argentina-based candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Patrianna is a global product development company specializing in social casino gaming, with a focus on innovation, quality, and customer satisfaction.

Company Size: Patrianna is a growing company with a team of talented professionals from around the globe, offering an unparalleled opportunity for professional advancement in an international setting.

Founded: Patrianna was founded in 2015 and is headquartered in Gibraltar.

Team Structure:

• The Customer Support team is responsible for delivering an outstanding customer experience across various channels.
• The team consists of Customer Support Agents, Senior Agents, and a Customer Support Manager.
• The team works closely with other departments, such as Product, Marketing, and IT, to ensure customer satisfaction and improve service delivery.

Development Methodology:

• Patrianna follows Agile methodologies to ensure efficient and effective product development.
• The Customer Support team uses a ticket-based system to manage customer inquiries and complaints, with regular updates and follow-ups to ensure issues are resolved promptly.

Company Website: Patrianna

📈 Career & Growth Analysis

Customer Support Career Level: The Customer Support Agent role is an entry-level position, offering an opportunity to grow professionally in the customer support and high-value customer management fields.

Reporting Structure: The Customer Support Agent reports directly to the Customer Support Senior Agent or the Customer Support Manager, depending on the shift and team structure.

Technical Impact: The Customer Support Agent has a direct impact on customer satisfaction and the overall success of Patrianna's products and services. By providing exceptional customer support, the agent helps to build and maintain strong customer relationships, fostering customer loyalty and driving business growth.

Growth Opportunities:

• Promotion to Senior Agent: With experience and demonstrated success, Customer Support Agents may be promoted to Senior Agent, taking on additional responsibilities and mentoring junior team members.
• Career Transition: Customer Support Agents may also explore career transitions within Patrianna, such as moving into product management, marketing, or other related fields, depending on their skills, interests, and the company's needs.

🌐 Work Environment

Office Type: Patrianna offers a remote-friendly work environment, with the option to work from home or in a co-working space, depending on the candidate's preferences and the company's needs.

Office Location(s): Patrianna has offices in Gibraltar and Argentina, with remote work options available for Argentina-based candidates.

Workspace Context:

• Remote Work: Remote workers can expect to have a stable internet connection, a quiet workspace, and the necessary equipment to perform their job effectively.
• Co-working Space: Patrianna may provide access to co-working spaces for employees who prefer an office environment. These spaces should offer a comfortable and productive work environment, with amenities such as high-speed internet, printing services, and meeting rooms.

Work Schedule: Full-time position with a standard workweek of 40 hours, Monday to Friday. Flexible hours and remote work options may be available for Argentina-based candidates.

📄 Application & Technical Interview Process

Interview Process:

1. Application Review: Patrianna will review the candidate's application, focusing on their communication skills, customer support experience, and relevant qualifications.
2. Phone/Skype Screen: A brief phone or Skype call to assess the candidate's communication skills, language proficiency, and cultural fit.
3. Online Assessment: A customer support scenario-based assessment to evaluate the candidate's problem-solving skills, empathy, and patience.
4. Final Interview: A face-to-face or video interview with the Customer Support Manager or Senior Agent to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: N/A - Not Applicable for this role

Technical Challenge Preparation: N/A - Not Applicable for this role

ATS Keywords: Customer Support, Customer Service, Customer Experience, Communication, Problem-Solving, Empathy, Patience, Social Casino Gaming, iGaming, CRM, Customer Support Software, English, Spanish, Bilingual, Multilingual, HTML, CSS, Web Development

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Putting customers first and ensuring their satisfaction is the top priority.
• Empathy & Patience: Understanding and sharing the feelings of customers, and being patient when dealing with their issues.
• Professionalism: Maintaining a positive and professional demeanor when interacting with customers, even in challenging situations.
• Continuous Learning: Staying informed on industry trends, tools, new technologies, and best practices in customer support and high-value customer management.

Collaboration Style:

• Cross-Functional Collaboration: Working closely with other departments to resolve escalations and improve service delivery.
• Knowledge Sharing: Participating in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge.
• Regular Communication: Maintaining open lines of communication with team members, senior agents, and managers to ensure issues are resolved promptly and effectively.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

• High-Volume Inquiries: Handling a high volume of customer inquiries and complaints across various channels.
• Escalations: Managing escalations from high-value customers and resolving issues with the guidance of Senior Agents.
• Time Management: Balancing multiple tasks and priorities while maintaining a high level of customer satisfaction.

Learning & Development Opportunities:

• Training & Development: Participating in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge.
• Career Progression: Exploring career growth opportunities within Patrianna, such as promotion to Senior Agent or transitioning to other roles.
• Industry Exposure: Gaining experience in the social casino gaming or iGaming industry, working with a diverse team of professionals from around the globe.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenarios: Be prepared to discuss customer support scenarios, demonstrating your problem-solving skills, empathy, and patience.
• Industry Knowledge: Familiarize yourself with the social casino gaming or iGaming industry, and be ready to discuss trends, tools, and best practices in customer support and high-value customer management.
• Language Proficiency: Brush up on your English and Spanish language skills, as Patrianna operates in a bilingual environment.

Company & Culture Questions:

• Company Culture: Research Patrianna's company culture, values, and mission, and be ready to discuss how you align with these principles.
• Team Dynamics: Familiarize yourself with the Customer Support team structure and be prepared to discuss your fit within the team.
• Career Growth: Think about your long-term career goals and how this role can help you achieve them within Patrianna.

Portfolio Presentation Strategy: N/A - Not Applicable for this role

📌 Application Steps

To apply for this Customer Support Agent position:

1. Submit your application through the Patrianna careers page.
2. Tailor your resume and cover letter to highlight your communication skills, customer support experience, and relevant qualifications.
3. Prepare for the phone/Skype screen and online assessment by practicing customer support scenarios and brushing up on your language skills.
4. Research Patrianna's company culture, values, and mission to ensure a strong fit for the role and team dynamics.
5. Prepare thoughtful questions to ask during the final interview, focusing on career growth opportunities and team dynamics.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Patrianna before making application decisions.