Customer Support Agent

February 17, 2024
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Job Title

Customer Support Agent


Customer Support Agent in Lviv. Expertise to provide exceptional support, mentor junior team members, and enhance customer experiences.

What You'll Do As a Customer Support Agent, primary responsibility will be to engage with

customers across various channels, including , email, chat, and social media. They will leverage in-depth knowledge of our products and services to resolve complex inquiries and issues while also mentoring junior team members.

The role will be pivotal in maintaining a feedback loop between customers and our internal teams, helping us improve our offerings and customer support processes. They will maintain detailed records of customer interactions and consistently meet or exceed key performance indicators (KPIs).

Key Responsibilities:

Customer Engagement: Interact with customers via various channels ( email, chat, social media) to resolve inquiries, troubleshoot issues, and provide exceptional support.

Problem Resolution: Utilize your deep knowledge of our products/services to resolve complex customer issues and escalate when necessary.

Mentorship: Assist in the training and mentoring of junior customer support agents, sharing best practices, and helping them develop their skills.

Feedback Loop: Act as a bridge between customers and the internal teams, providing valuable feedback to improve products/services and processes.

Documentation: Maintain thorough and accurate records of customer interactions and solutions provided.

Performance Metrics: Meet and exceed customer service KPIs, such as response time, resolution time, and customer satisfaction ratings.

Continuous Improvement: Collaborate with the team to identify opportunities for process improvement and actively contribute to enhancing the customer support experience.


  • 24 Paid Vacation Days and Additional Days Off
  • Paid Sick Leaves
  • Learning & Development
  • English Classes
  • Comfortable Office Location
  • Office Wellbeing
  • Team Building
  • Travel: Business Trips to UK
  • Gifts: New Year Gift, Birthday Gift, Welcome Box for New Starters
  • Career Path and Mentorship Program
  • Parental Leave: Maternity and Paternity Leave
  • Referral Program: Active Program with Great Bonuses
  • Relocation Support
  • Performance Review and Bonus
  • Medical Insurance and Sport Activities Compensation
  • What We're Looking For

    Experience :

    A minimum of 2 years in customer support, with a proven track record of handling challenging customer inquiries.

    Product Knowledge:

    Deep familiarity with our products/services is a must.

    Communication Skills:

    Exceptional verbal and written communication skills. Multilingual skills, such as English, would be a mandatory.

    Leadership Skills:

    Ability to mentor and guide junior team members.

    Technical Proficiency:

    Familiarity with customer support software and tools. Zendesk and Intercom will be a plus Empathy:

    A strong ability to empathize with customers and resolve their concerns eectively.

    Adaptability: Willingness to work in a fast-paced, ever-changing environment.

    Cultural Fit:

    A passion for delivering outstanding customer experiences, aligning with our company's values.

    Why Product Madness ?

    You will be joining a global powerhouse where you will be part of a world- class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino. The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

    Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

    You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get- togethers and so much more.

    So what is stopping you from coming and joining the Madness?

    Our Values

  • People First
  • We have the deepest respect for our people and their well being. We know they are exceptionally talented and will always have a choice. We want them to re- choose us every day. We are committed to building a culture where each person's voice will always be heard and addressed.

  • MAD for More
  • Always improving, innovating and never settling for the existing. We push all boundaries with courage and ambition to become the world's best games company.

  • Champion Together We excel at what we do but yet remain humble and helpful to our teammates. We champion one another and hold each other to high standards without any egos.

  • Globally Inclusive

  • We are all Equal - regardless of the language we speak, where we live, our gender, religion or culture we come from. We want to build a global home, where everyone has the equal opportunity to make an impact.

  • Customer Focused
  • We always think from the customer's perspective - be it players or internal customers.

    Improving their experience and joy is what drives us. Every client's success is our big win!

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