• Provide critical architectural, engineering, and deployment support activities for Cisco Unified contact center • Focus on contact center architecture, upgrades, and migration activities • Planning and executing upgrade and migration activities for Cisco Contact Center environments • Designing, building, and deploying Webex Contact Center (WxCC) solutions

• Provide high-quality customer support via live chat and email, resolving player inquiries related to accounts, payments, promotions, and platform-related issues. • Have experience dealing with escalated tickets, investigating, and debugging prior to escalations. • Manage and resolve player complaints professionally, escalating complex or unresolved cases to senior team members when required. • Assist players with account creation, password resets, deposits and withdrawals, bonuses, and other account-related queries. • Maintain up-to-date knowledge of Winna’s products, promotions, terms, and policies to ensure accurate and consistent communication. • Follow company security protocols and ensure compliance with gaming regulations and responsible gambling standards. • Troubleshoot and resolve common technical issues, including platform errors, payment processing issues, and site navigation challenges. • Capture and communicate player feedback to relevant internal teams to support continuous improvement. • Maintain accurate and detailed records of customer interactions for reporting and compliance purposes. • Collaborate closely with internal teams to resolve issues efficiently and improve the overall player experience.

• Act as the first point of contact for customers, handling technical inquiries and issues efficiently • Diagnose and resolve technical problems to ensure high levels of customer satisfaction • Engage with users by actively listening, educating, and providing clear and effective solutions • Build a partnership-driven support experience aligned with service quality standards • Ensure a smooth and seamless user experience across all interactions • Support the company’s mission toward the energy transition through excellent customer service.

• Handle customer interactions across various communication channels, including phone, email, live chat, and social media. • Provide clear and accurate information in response to customer inquiries, following established company policies and procedures. • Respond to incoming customer requests and accurately document relevant case details in the appropriate systems. • Provide inbound sales support and promote products to increase revenue while ensuring the highest level of customer satisfaction. • Log and follow up on orders or requests, capturing all required data elements in CRM as mandated by clients, policies, and products. • Manage a personal queue of service tickets, prioritize tasks, and follow guidance from supervisors. • Offer feedback to improve service processes and contribute to team knowledge sharing.