Customer Support Agent

At Ancient Gaming, we lead the way in innovation within the iGaming software industry. As pioneers, we are constantly pushing the boundaries of what's possible, setting new standards with engaging software and transformative experiences. Our products are designed to captivate a high-spending, forward-thinking generation eager to reshape the future of gaming.

Founded in Malta in 2018, Ancient Gaming has rapidly grown into a global entity, with a team of over 100 skilled professionals spanning more than 30 countries. Embracing a remote-first model, we continue to drive advancements in the gaming landscape.

⚡ Your Mission as a Customer Support Agent:

You will be responsible for providing comprehensive friendly assistance via chat, email, and other communication channels to our customers, addressing their needs and concerns promptly. You will play a key role in developing a customer-centric, immersive customer experience by providing information on our products, site features, and policies to customers while reporting any issues and feedback.

The target shift for the CS Agent role will be between 5:00 AM and 1:00 PM UTC.

You will be working on:

CSGORoll — the world’s #1 skin gaming site. A community social gaming platform specifically designed for CS2 players, featuring unique in-house custom-built games, such as Roulette, Crash, Unboxing, and PVP.

You will:

• Respond to general customer queries via chat and email, for example, related to skin trading processes, account issues, and platform features.

• Provide fast, professional, and friendly support in line with our policies and procedures.

• Escalate complex issues to the appropriate departments.

• Report any issues, such as website errors, bugs, or technical problems to the appropriate departments.

• Collect and report customer feedback to help improve platform features and the customer experience.

• When required, assist the team with ad hoc tasks and projects related to the department, such as contributing to the knowledge base and FAQ sections to improve self-service options.

• Achieve set productivity and quality targets.

• Continuously improve your knowledge and understanding of the platform and its features, and keep up-to-date with developments in the industry.

• Work remotely and communicate effectively with team members and customers.

You will excel in this role if you possess:

• Outstanding communication skills in English, both written and verbal, with the ability to deliver prompt, professional, and friendly support in alignment with company standards.

• Flexibility to work 8-hour shifts, including weekends, as part of our 24/7 support team. Shift schedules may rotate or change over time.

• Demonstrated experience in customer support, ideally in a dynamic, fast-paced online setting, managing inquiries via chat and email.

• Strong analytical skills to gather, assess, and report customer feedback, contributing to the improvement of platform features and overall user experience.

• Ability to stay informed on industry trends and adapt quickly to new developments.

😎 What do we offer to you?

Work-from-Anywhere Policy: As a remote-first organization, you have the opportunity to work from any location globally. Our flexibility policy empowers you to tailor your location and workday to support your personal needs, while still promoting effective collaboration with your colleagues.

Annual Team-Building Event: Each year, we select a destination for our team-building event to collectively celebrate our achievements and strengthen our team bonds.

Home Office Equipment Budget: We provide a dedicated budget to acquire all necessary equipment to set up an efficient and comfortable home office environment.

Learning and Development Budget: We invest in your professional growth by offering a budget for skill development and continuous learning, including full access to Udemy.

Spill Mental Health Service: Our Spill Mental Health Service offers comprehensive counseling support to any employee in need, ensuring your well-being is prioritized.

Company Culture: We are an innovative and fast-moving company where your development will only be limited by your own potential.

This post details our vision for the ideal candidate and highlights the potential for growth within this role. If you’re an 80% fit and excited about the position, we encourage you to apply. Ancient Gaming is an equal opportunity employer. All applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.