Technical Support Specialist

The Mill Adventure is a scale-up with the ultimate mission of building awesome products that will change the way the iGaming industry operates. We started our journey in 2019 with the vision of building a technology-driven organisation and creating a team consisting of the best of the best specialists in their respective fields.

Today, we provide a complete gaming platform, including licences and operations, for rapid deployment and success in iGaming. Our team of 100+ technology and iGaming experts is guided by a passion for invention, operational excellence and commitment to improving the inefficient.

We trust and value our team and strive to accommodate the right working conditions for each individual in remote, office-based or mixed models. We see the strength in being different and embrace the cultural diversity existing in our group.

As our business continues to grow, we are now looking for a Technical Support Specialist to remove technical blockers of various natures, which requires identifying, troubleshooting, and resolving both internal system problems as well as external customer-related issues.

The role will require a blend of technical and business knowledge, as well as excellent communication skills to be able to provide the highest level of customer satisfaction. The Technical Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to their duties.

Responsibilities:

• Proactive monitoring and support of the production and non-production environments
• Responds to client queries via email in a professional and timely manner whilst providing a high level and personalized client experience.
• Maintain a good standard of providing information internally with regards to ongoing issues
• Maintain and suggest improvements to the incident and problem processes
• Act promptly on alarms, service degradation and outages
• Acts as a focal point for outages until restoration
• Maintains a consistent and positive customer experience when interacting with clients
• Manage acceses for production and non production systems
• Contributes to project initiatives by aiding in a project’s delivery and launch by carrying out tasks/actions that are assigned to the Support team
• Deliver on KPIs set internally as well as adhere to SLAs with regards to service delivery to other departments
• Direct contact with Service Providers and 3rd parties
• Contributes to ongoing improvements and updates to processes within the team
• Using ITIL Best Practices to handle service requests, incidents and change requests
• Create new and update existing knowledge base article
• Be part of a 24/7 rotation

Requirements:

• Excellent verbal and written communication skills in English
• Previous client-facing technical support experience with great technical proficiency
• Being able to work on multiple projects/tasks simultaneously while maintaining focus
• Excellent communication skills
• Ability and willingness to be in contact with multiple internal stakeholders
• Structured approach to work
• Great organisational and prioritization skills
• Autonomous and self-motivated
• High learning drive

Benefits:

• A lean, focused company, offering a flexible working environment
• The opportunity to work with and learn form a highly skilled, talented team
• A great company culture, where accountability is innate, transparency is key and competency is virtue
• Being part of a small, tight knit, caring community
• Work equipment of your choice
• Private health insurance
• Learning budget
• Fitness benefit
• Parking/transport or co-working allowance
• Company wide and team based get togethers