Customer Support Specialist

Customer Support Specialist Customer Support Specialist Role Overview The Customer Support Specialist provides operational and technical support to QTech Games’ B2B/B2C clients, managing customer requests from initial contact through investigation, escalation, follow-up, and resolution, while ensuring clear and timely communication. We’re looking for someone who wants to go beyond traditional customer support — someone curious about how the platform actually works under the hood, comfortable taking ownership, and reliable enough that clients and teammates can count on them. Key Responsibilities Manage B2B/B2C customer requests across established support channels and maintain ownership through resolution. Investigate game launch, gameplay, transaction, wallet, API, session, and integration-related issues. Analyze available logs, API requests/responses, error messages, transaction and round data. Investigate BET, WIN, ROLLBACK, pending rounds, missing winnings, and other player or transaction-related cases. Reproduce reported issues and perform first-line troubleshooting before escalation. Prepare complete and structured escalations to different departments. Support provider/game availability, configuration, currency, and country restriction requests. Communicate incidents, provider maintenance, service disruptions, and restoration updates to affected clients. Monitor prepaid balances and support related notification and escalation processes. Maintain accurate case documentation, statuses, follow-ups, and handovers. Contribute to internal documentation, Knowledge Base articles, and continuous improvement of support processes. Key Requirements Experience in Customer Support, Technical Support, Operations, or a similar role. Strong English communication and customer management skills. Strong analytical, troubleshooting, and problem-solving abilities. Basic understanding of REST APIs, HTTP, JSON, wallet transactions, callbacks/webhooks, and logs. Curious, self-driven mindset with genuine interest in learning how the systems and integrations behind the platform work. Strong sense of ownership, reliability, and accountability — someone clients and teammates can count on, including across shift handovers. Attention to detail and strong cross-functional collaboration skills. Ability to prioritize multiple requests and work effectively in a fast-paced environment. Availability to work on a shift schedule. iGaming, gaming aggregation, fintech, or payments experience is an advantage. Nice to Have Experience using Jira Service Management (or a similar ITSM tool). Experience in Incident Management or Request Fulfillment, or awareness/certification in ITIL v4. Chinese speaker. Department Customer Support Locations Málaga, Manila, Ukraine Remote status Fully Remote About QTech Games Our unique all-inclusive license fee model, unified game launcher, and wallet integration API allows clients to easily connect and access our complete diverse game portfolio in just a few simple clicks. With a combined 50 years’ experience, vetting the best casino games on the market, our senior management team has purpose-built and established QTech Games as an indispensable industry leader in game discovery. QTech Games provides the leverage of a global, ever-expanding network of reputable suppliers, distributors, and providers, opening an unprecedented world of possibilities and prizes in online gaming. QTech Games’ mobile-first approach, advanced search, filter and browse functionalities, AI-powered recommendation engine, and intuitive dashboard provide players with a familiar platform to discover new games. Applicant tracking system by Teamtailor