We are looking for a **Support Analyst (Customer Service)** to join our iGaming team, with the mission of providing agile, effective, and humanized support to our customers, ensuring the best possible experience and contributing to user loyalty and satisfaction. ### **Main Responsibilities** * Respond to and log customer requests via chat, e-mail, or phone; * Diagnose and resolve technical and operational issues related to the platform; * Escalate incidents to responsible departments and follow up until resolution; * Monitor customer service metrics and propose process improvements; * Contribute to the internal knowledge base with recurring solutions; * Ensure clear, courteous, and assertive communication across all touchpoints. ### **Required Qualifications and Skills** * Prior experience in customer service or technical support; * Excellent verbal and written communication skills; * Proactive problem-solving ability; * Organization and ability to manage multiple requests simultaneously; * Basic knowledge of support and ticketing tools; * Availability to work on rotating shifts, including weekends and holidays. ### **Preferred Qualifications** * Experience in the iGaming, online betting, or digital entertainment sectors; * Familiarity with CRM tools; * Certifications or training in customer service or technical support. ### **Job Details** * **Employment Type:** CLT * **Work Model:** On-site in Alphaville SP * **Benefits:** Meal allowance, transportation voucher, medical and dental insurance, educational incentives, TotalPass, and much more! * **Work Schedule:** Rotating 6x1 schedule with flexible shifts, possibly including weekends.