• Responsible for all communication and coordination during technical escalations – from logging to resolution. • Initiate and manage escalations between L2 and L3 according to internal processes. • Validate priority and impact for correct triage. • Ensure compliance with SLAs and track the progress of escalations. • Independently handle critical incidents that affect software usability, including structured communication with customers and internal teams. • Support data migrations, particularly product and customer data imports via SQL databases. • Handle API-related requests and data exports. • Participate in customer discussions on technical topics, especially with key accounts. • Support other support levels as needed (e.g., temporary work in L1 support). • Guide new colleagues during onboarding and coach L1 support specialists to reduce recurring escalations. • Contribute to quality assurance and the continuous improvement of our knowledge base. • Actively participate in optimizing existing support workflows and developing new processes.

• Provide troubleshooting and maintenance for a Google Apps Script–based ERP system and planning dashboard. • Diagnose and resolve system issues using both technical knowledge and in-house Gemini AI guidance (trained on the core script). • Address issues caused by human error (e.g., misspelled item names, incorrect transaction entries). • Monitor and maintain Google Sheet performance to prevent processing delays or timeouts. • Adjust and fix structural spreadsheet issues (e.g., moving tables, formatting corrections). • Identify weaknesses and improvement opportunities within the system. • Provide prompt solutions when the system encounters errors or becomes unresponsive. • Communicate clearly in writing and participate in occasional calls when needed.

• Manage customer interactions through various communication channels (phone, email, chat, or CRM systems), ensuring timely and accurate responses • Process customer orders, quotations, and inquiries accurately using designated company systems (e.g., ERP or CRM tools) • Provide product information and basic technical support to assist customers in identifying appropriate products or services for their needs • Track and communicate order status, including delivery schedules, updates, and any delays, to maintain transparency and trust with customers • Collaborate with internal departments such as logistics, sales, and technical support to resolve customer issues efficiently • Maintain up-to-date and accurate records of all customer interactions, transactions, and service requests • Follow established service standards, procedures, and escalation protocols to ensure quality and consistency • Identify opportunities to improve customer satisfaction, operational processes, and overall service delivery.

• Respond to player inquiries promptly via live chat, emails, and other communication platforms • Manage player expectations by providing timely updates and resolutions • Take ownership of incoming chats to ensure no messages are left unanswered • Maintain accurate records of player issues and solutions • Collaborate with other departments for administrative tasks and translations • Ensure timely completion of tasks essential to the company's interests