Second Line Support Specialist (Finnish Speaking)

Rootz Ltd in Malta is looking to recruit a Second Line Support Specialist (Finnish Speaking) to join their team on a full-time basis. The ideal candidate will act as a front liner in analyzing customer needs and providing technical support for our outsourced Customer Support department.

What will I be doing?

• Provide support to our outsourced CS team in order to solve customers’ queries;
• Build relationships with game providers and other departments in order to solve customers queries and issues;
• Keep track of issues faced by customers;
• Propose improvements in order to avoid the interruption of play and increase the overall customer experience;
• Provide ongoing support, refreshment/follow-up/quality analysis to all CS Agents;
• Monitor CS Agents’ in liaison with localized Customer Operations Manager on performances and provide feedback and recommendations for any additional training needs to management;
• Take part in, and sometimes lead, various projects within the CS department;
• Actively seek and manage ways of improving existing processes & enhancing the customer experience by reviewing survey responses providing necessary feedback to management.
   

Who are we looking for?

• At least 1 year of experience within a customer service role, ideally within the iGaming industry;
• Fluency in Finnish and English languages (fluency in other languages, in particular, German will be considered an asset);
• Experience with Office Suites and Google Apps (Docs, Sheets, etc);
• Organized with strong attention to detail;
• Good communication skills and interpersonal skills;
• Good negotiation and persuasion skills;
• Ability to work independently;
• A team player is willing to work within a tight-knit team.

Rootz Ltd:
Rootz was formed in 2018 with an all-star crew of experienced iGaming professionals. With a heavy focus on smart and efficient programming, lean but powerful graphics, and robust content, Rootz has built a platform that delivers the very best in online gaming management. We believe that a small, highly motivated, and experienced team can accomplish great things. Rootz is built on a philosophy of quality over quantity. Where iGaming operations of the past have thrown personnel at every obstacle, Rootz employs automation to eliminate company redundancies. Staying lean and mission-focused, Rootz has opted to tackle iGaming with the most competent professionals, state-of-the-art systems and programming, and a keen focus on the trends and challenges of the future. Whether it be integrated business intelligence, trusted payment solutions, the fastest gameplay, an experienced compliance team, or simply a well-designed and functional backend, Rootz is the next generation iGaming platform