Job Opportunities at DigiOutsource

Purpose of the role

• The purpose of this role is to provide world class support to our customers via different channels, liaising with senior stakeholders and constantly looking for ways to enhance the customer experience.

Contact Centre Agent Will Be Responsible For

• Providing world-class service to all of our players
• Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
• Striving for ‘first-contact-resolution’ on all customer queries
• Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Following Company's policies and procedures to ensure the retention of all players
• Completing assigned outbound tasks within the required time frame
• Liaising with the Senior Agents/Floor Managers to hand over player related issues
• Monitoring internal systems and informing the Floor Manager on duty if these are not operating
• Enhancing customer experience and relationships
• Keeping their finger on the pulse of player experience and communication,
• liaising with Senior Agents / Floor Managers, offering insights and improvements
• Performing consistent customer service competitor analysis in order to offer market insight
• Following Company's policies and procedures when recording all communication with our players
• Following Company's policies and procedures when escalating queries to other departments (should the need arise)

The Ideal Candidate Will Have

• Native level of Polish language
• Previous customer service experience within a large volume call center
• Passion and good knowledge of sports, sports betting and betting markets
• A clear voice and excellent telephonic and written communication skills
• Intermediate computer proficiency (specifically MS Office and internet applications)
• Excellent typing skill and accuracy

Role Competencies

• Strong attention to detail and distinct ability to identify and solve problems
• The ability to swiftly adapt to changes in workplace and industry
• A strong work ethic and sense of responsibility
• Target and quality driven nature
• Ability to multi-task and work well under pressure
• Solution oriented – self-starter with a can do attitude
• Responsible individual with good timekeeping
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

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Purpose

• The IT Software Engineer will be responsible for the planning, installation, configuration and monitoring of all production & testing environments. The IT Engineer will be required to deploy agile and scheduled software releases and changes to the environments. You will be required to on-board new customers. In addition The IT Software Engineer will also be responsible for incident prioritization, troubleshooting and resolution, providing solutions on all incidents while adhering to the high level of service our clients are accustomed to.
• There is also a requirement to be available for scheduled and emergency work outside of normal working hours.

Duties Include, But Not Limited To

• Ensure all Production and UAT environments are effectively monitored.
• Ensure seamless on boarding on new customers
• Contributing to improve the product & team through collaboration, Innovation, automation and process improvements.
• Ownership of technical projects by providing technical expertise, implementing efficient solutions, ensuring minimal risk and communicating all required information and key milestones to relevant stakeholders.
• Provide mentorship and training to new engineers and new starters.
• Plan software releases and configuration processes to ensure minimal risk and product downtime.
• Creating and updating documentation for team processes and supported products.
• Deploy all scheduled software releases and configuration changes taking every precaution to minimize risk and product downtime.
• Analyse and understand logged incidents with a strong technical and commercial awareness in order to prioritise and respond effectively within agreed SLA targets.
• Provide effective, efficient and professional solutions to all customers’ queries or concerns.
• Achieve key performance indicators and customer satisfaction metrics.
• Provide support and deployment functions outside of normal working hours when required.
• Expectation to be available for escalations at agreed times.

Essential Criteria
A minimum of 3 years’ experience as an IT Software Engineer is required to be effective in the shortest possible timeframe, as the IT Engineer role is key to keeping the DGC objective of being live in each state as it opens. Ideally, the candidate will have experience in the same role in the I-gaming industry.

• SQL Microsoft Certified Solutions Expert (MCSE)
• Windows Server
• IIS Web server
• F5 load balancers
• Powershell

Knowledge, Skills & Abilities
The role of IT Software Engineer will be required but are not limited to have experience in the following:

• Highly motivated, comfortable working and not afraid to multitask. The role may require the individual to work on multiple products and technologies in the short term with a long term view to specialise in a specific area.
• The ability to work in a team environment and to make a positive contribution to help build our culture.
• Commercial awareness and ability to carry this through daily activities. Our customers’ success will result in our success and everything we do must help our business strive for success.
• Problem Solving skills and a passion for all things IT
• Experience of on boarding new customers
• Experience of deploying to Gaming environments
• Experience in customer service
• F5 Certified BIG-IP Administrator
• C# / .NET / Node / Vue JS
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.