📍 Job Overview

Job Title: Customer Support Agent
Company: Patrianna
Location: Sofia, Sofia-City, Bulgaria
Job Type: Full-Time, Remote
Category: Customer Support
Date Posted: 2025-07-31

🚀 Role Summary

Handle customer inquiries and complaints via email, live chat, and social media for Patrianna's social casino gaming products.
Deliver personalized assistance and resolve issues promptly to ensure a positive player experience.
Collaborate cross-functionally with other departments to resolve escalations and improve service delivery.
Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities.
Meet or exceed individual and team KPIs, SLAs, and performance targets.

📝 Enhancement Note: This role requires strong communication skills, a customer-oriented mindset, and the ability to work effectively in a remote, international team. Previous experience in customer support is preferred but not mandatory.

💻 Primary Responsibilities

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 degree or certification in customer service, business, or a related field is a plus.

Experience: 0-2 years of experience in customer support, sales, or a related field. Previous experience in the gaming industry is a plus.

Required Skills:

Excellent communication skills in English, both written and verbal.
Strong problem-solving skills and attention to detail.
Ability to work independently and in a team environment.
Customer-oriented mindset with a passion for delivering exceptional customer service.
Proficiency in using customer support software and tools.
Basic understanding of social casino gaming products and services.

Preferred Skills:

Previous experience in a remote, international team environment.
Familiarity with CRM software and ticketing systems.
Knowledge of the social casino gaming industry and its trends.
Fluency in additional languages is a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Provide examples of previous customer support experiences and achievements.
Include any relevant certifications or training in customer service, sales, or a related field.
Showcase problem-solving skills and ability to handle difficult customers through case studies or testimonials.

Technical Documentation:

Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. Based on market research, the average salary for a Customer Support Agent in Sofia, Bulgaria, is around 1,200 BGN (approximately 625 EUR) per month. This range may vary depending on experience, skills, and the company's compensation structure.

Benefits:

Not specified. Patrianna offers an unparalleled opportunity for professional advancement in an international setting. Benefits may include competitive compensation, opportunities for growth, and a dynamic work environment.

Working Hours: Full-time, remote position with a flexible schedule. The exact working hours may vary depending on the company's needs and the candidate's availability.

📝 Enhancement Note: The salary range provided is an estimate based on market research. The actual salary range may vary depending on the company's compensation structure and the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Patrianna is a product development company specializing in social casino gaming. The company prioritizes innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe.

Company Size: Patrianna is a rapidly growing company with a team of talented professionals from various backgrounds and locations.

Founded: Patrianna was founded in Gibraltar and has since expanded its operations to include remote team members from around the world.

Team Structure:

The Customer Support team is responsible for handling customer inquiries and complaints, ensuring customer satisfaction, and maintaining a positive company image.
The team works closely with other departments, such as Product, Marketing, and Finance, to resolve escalations and improve service delivery.
The team is led by a Customer Support Manager, who oversees the day-to-day operations and provides guidance and support to team members.

Development Methodology:

Patrianna follows a customer-centric approach to product development and customer support.
The company prioritizes innovation, quality, and customer satisfaction in all its operations.
The Customer Support team uses customer support software and tools to manage tickets, track progress, and ensure timely resolution of customer issues.

Company Website: Patrianna

📝 Enhancement Note: Patrianna's company culture is driven by a customer-centric approach, with a focus on innovation, quality, and customer satisfaction. The company offers an unparalleled opportunity for professional advancement in an international setting.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry-level to intermediate. This role provides an excellent opportunity for individuals looking to start or advance their career in customer support, sales, or a related field.

Reporting Structure: The Customer Support Agent reports directly to the Customer Support Manager or a Senior Agent on shift.

Technical Impact: The Customer Support Agent plays a crucial role in maintaining customer satisfaction and ensuring a positive player experience. Their work directly impacts the company's reputation and bottom line.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Agents may advance to Senior Agent, Team Lead, or other management roles within the Customer Support department.
Skill Development: Customer Support Agents have the opportunity to develop their communication, problem-solving, and customer service skills, as well as gain experience working in a remote, international team environment.
Technical Leadership: As Customer Support Agents gain experience and expertise, they may have the opportunity to provide guidance and support to other team members, contribute to process improvement initiatives, or represent the Customer Support team in cross-functional projects.

📝 Enhancement Note: Patrianna offers opportunities for career progression, skill development, and technical leadership within the Customer Support department. The company's international setting provides an excellent platform for professionals looking to advance their careers in customer support, sales, or a related field.

🌐 Work Environment

Office Type: Remote, international team environment with team members located around the globe.

Office Location(s): Sofia, Sofia-City, Bulgaria (remote work arrangement)

Workspace Context:

Remote Work: Customer Support Agents work remotely, using customer support software and tools to manage tickets, track progress, and communicate with customers and team members.
Collaboration: Customer Support Agents collaborate cross-functionally with other departments, such as Product, Marketing, and Finance, to resolve escalations and improve service delivery.
Flexibility: Customer Support Agents have the flexibility to work from home or any other location with a stable internet connection.

Work Schedule: Full-time, remote position with a flexible schedule. The exact working hours may vary depending on the company's needs and the candidate's availability.

📝 Enhancement Note: Patrianna's remote, international team environment offers Customer Support Agents the flexibility to work from home or any other location with a stable internet connection. The company's flexible scheduling allows team members to balance their work and personal lives effectively.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess communication skills, customer service orientation, and cultural fit.
Customer Support Simulation: A practical exercise to evaluate problem-solving skills, customer service skills, and ability to handle difficult customers.
Final Interview: A more in-depth discussion with the Customer Support Manager or a Senior Agent to assess cultural fit, motivation, and career goals.

Portfolio Review Tips:

Highlight previous customer support experiences and achievements.
Include any relevant certifications or training in customer service, sales, or a related field.
Showcase problem-solving skills and ability to handle difficult customers through case studies or testimonials.

Technical Challenge Preparation:

Familiarize yourself with Patrianna's social casino gaming products and services.
Brush up on your communication skills, both written and verbal, and be prepared to demonstrate your problem-solving skills and customer service orientation.
Research Patrianna's company culture and values to ensure a strong cultural fit.

ATS Keywords: Customer support, customer service, problem-solving, communication, remote work, international team, social casino gaming, ticket management, CRM, customer satisfaction, customer engagement, customer loyalty, upselling, cross-selling, performance metrics, KPIs, SLAs, process improvement, teamwork, collaboration, customer-centric, innovation, quality, customer satisfaction.

📝 Enhancement Note: Patrianna's interview process focuses on assessing communication skills, customer service orientation, problem-solving skills, and cultural fit. The company values strong communication skills, a customer-oriented mindset, and the ability to work effectively in a remote, international team environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Customer support software and tools for ticket management, tracking progress, and communicating with customers and team members.
CRM software for managing customer interactions and tracking customer data.
Communication tools, such as email, live chat, and social media platforms, for engaging with customers.

📝 Enhancement Note: Patrianna's Customer Support team uses customer support software and tools to manage tickets, track progress, and ensure timely resolution of customer issues. The company's CRM software helps manage customer interactions and track customer data.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Patrianna prioritizes customer satisfaction and ensures a positive player experience.
Innovation: The company encourages creativity and continuous improvement in customer support processes and tools.
Quality: Patrianna maintains high standards for customer service and support.
Collaboration: The company fosters a collaborative work environment, with team members working together to resolve escalations and improve service delivery.

Collaboration Style:

Cross-Functional Collaboration: Customer Support Agents collaborate with other departments, such as Product, Marketing, and Finance, to resolve escalations and improve service delivery.
Teamwork: Customer Support Agents work together to ensure customer satisfaction and maintain a positive company image.
Knowledge Sharing: Customer Support Agents share their knowledge and expertise with team members to enhance skills and improve performance.

📝 Enhancement Note: Patrianna's Customer Support team values a customer-centric approach, innovation, quality, and collaboration. The company fosters a collaborative work environment, with team members working together to resolve escalations and improve service delivery.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Customer Support Agents must manage customer expectations and ensure a positive player experience, even in challenging situations.
High-Value Players: Customer Support Agents must prioritize high-value players and provide personalized assistance to enhance satisfaction and identify upselling or cross-selling opportunities.
Escalations: Customer Support Agents must handle escalations from high-value customers and work with Senior Agents to resolve issues promptly and professionally.

Learning & Development Opportunities:

Training and Development: Customer Support Agents have the opportunity to participate in ongoing training, development, and knowledge-sharing sessions to enhance their skills and knowledge.
Industry Trends: Customer Support Agents can stay informed on industry trends, tools, new technologies, and best practices in customer support and high-value customer management.
Career Progression: With experience and strong performance, Customer Support Agents may advance to Senior Agent, Team Lead, or other management roles within the Customer Support department.

📝 Enhancement Note: Patrianna's Customer Support team faces technical challenges such as managing customer expectations, prioritizing high-value players, and handling escalations. The company offers learning and development opportunities, including training and development sessions, industry trend research, and career progression paths.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced in the past and how you handled it. What was the outcome?
Customer Engagement: How would you proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities?
Escalation Process: Walk us through your process for handling escalations from high-value customers. How do you ensure a positive player experience while working with Senior Agents to resolve issues?

Company & Culture Questions:

Company Culture: How do you think your personal values and work style align with Patrianna's company culture and values?
Customer-Centricity: How do you prioritize customer satisfaction and ensure a positive player experience in your daily work?
Innovation: Describe a time when you identified an opportunity for improvement in a customer support process or tool. How did you implement your idea, and what was the outcome?

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your previous customer support experiences and achievements, focusing on problem-solving skills and ability to handle difficult customers.
Customer Engagement: Showcase your ability to proactively engage with customers, enhance satisfaction, and identify upselling or cross-selling opportunities.
Escalation Process: Demonstrate your ability to handle escalations from high-value customers and work with Senior Agents to resolve issues promptly and professionally.

📌 Application Steps

To apply for this Customer Support Agent position:

Submit your application through the application link provided.
Portfolio Customization: Tailor your portfolio to highlight your previous customer support experiences and achievements, focusing on problem-solving skills and ability to handle difficult customers.
Resume Optimization: Optimize your resume for Customer Support Agent roles, emphasizing your communication skills, customer service orientation, and problem-solving skills.
Technical Interview Preparation: Familiarize yourself with Patrianna's social casino gaming products and services, and brush up on your communication skills, both written and verbal. Be prepared to demonstrate your problem-solving skills and customer service orientation.
Company Research: Research Patrianna's company culture and values to ensure a strong cultural fit and understand the company's focus on innovation, quality, and customer satisfaction.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and Patrianna-specific information. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to Customer Support roles, emphasizing customer service, communication, and problem-solving skills.
Include customer support software and tools, CRM software, and communication tools relevant to the role.
Address customer expectations, high-value players, escalations, and customer engagement strategies.
Highlight Patrianna's company culture, values, and focus on innovation, quality, and customer satisfaction.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about Customer Support processes, team structure, or company information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute Customer Support and Patrianna-specific keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and industry standards for Customer Support roles.

Industry Expertise:

Include specific Customer Support tools, software, and communication tools relevant to the role.
Address Customer Support career progression paths and technical leadership opportunities within the Customer Support department.
Provide tactical advice for Customer Support portfolio development, live demonstrations, and project case studies.
Include Customer Support-specific interview preparation and coding challenge guidance.
Emphasize problem-solving skills, customer service orientation, and communication skills throughout the job description.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use Customer Support and Patrianna-specific terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to Customer Support professionals.
Provide actionable insights that give Customer Support candidates a competitive advantage.
Focus on Customer Support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support & Patrianna-Specific Emphasis:

Emphasize Patrianna's customer-centric approach, focus on innovation, quality, and customer satisfaction.
Include specific portfolio requirements tailored to the Customer Support discipline and role level.
Address customer expectations, high-value players, escalations, and customer engagement strategies.
Focus on problem-solving skills, customer service orientation, and communication skills throughout the job description.
Highlight Patrianna's remote, international team environment and flexible scheduling opportunities.

Avoid:

Generic business jargon not relevant to Customer Support roles or Patrianna's company culture.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific Customer Support role or Patrianna's company culture.
Marketing language unrelated to Customer Support, customer service, or Patrianna's company culture.

Generate comprehensive, Customer Support-focused content that serves as a valuable resource for Customer Support candidates seeking their next opportunity with Patrianna.

Customer Support Agent