Specialist Player Experience Interactions ( Customer service )

As a Specialist Player Experience Interaction, you will work on the Tier 2 (higher level) Escalation queues for the following subjects: Accounts, Tech, Non-Tech, Activations, Bans & Ecommerce. These tickets will be firstly handled by Teir1 agents through the Worldwide queues.

You will help provide a quick and detailed response to our Players with a high level of knowledge. You will have empowerment on new tools to deal with these cases and use your knowledge to help create new ways to shift left on processes to try and drive down interaction times for our Players.

You will work closely with your teams and surrounding departments to create new processes and a lot of the time will be the go-to team to help trial our new ways of working before they are rolled out globally to our internal & external partners. You will also find yourself in a position where you may take part in projects or even have the time to innovate and create your own projects to help towards our global strategic goals.

You will still have an element of Tier1 work, but this is only when the Tier2 queues are cleared. You will act as a knowledge and tools specialist which will allow you to demonstrate great customer service but also in a position where you can help other agents with their queries and especially helping drive down mis-handled cases with your expertise.

You will still be held to the same standards of quality within your work, we want our players to feel they are in safe hands. You will also help Tier3 teams by either escalating the correct cases to them or helping them identifying incidents that may need a closer look to provide an overall resolution to ongoing issues. You will also be able to help identify which work could be shifted left from Tier3 and allow Tier2 to be empowered on new and exciting opportunities.