L1-L2 Technical Support

TECHNICAL SUPPORT (L1-L2 SUPPORT)

Company Location:
Bonifacio Global City, Taguig City.

Work Setup:
Full Onsite (Monday to Saturday/ 6 days a week/ Shifting Schedule)

About Us
:

FYB Technologies Inc. is an e-commerce and software technology company specializing in custom solutions software development and gaming integration. We empower businesses of all sizes to succeed in the digital marketplace by creating scalable, high-performance platforms and applications. With a strong B2B focus, we provide a wide range of services, including gateway payment solutions, white label products, and iGaming platforms, such as casino integration, payment gateways, and gaming aggregators. We serve a broad client base, helping them meet the growing demands of the online gaming and e-commerce industries.

Job Overview
:

As a Technical Support at FYB Technologies, you will be responsible for providing expert-level technical support to our B2B clients, particularly in the iGaming and e-commerce industries. This role will involve troubleshooting complex technical issues, assisting with gaming and payment platform integrations, and ensuring seamless customer service to our clients. You will work closely with internal teams to resolve issues, ensure client satisfaction, and contribute to the continuous improvement of our systems and services.

Key Responsibilities
:

Technical Assistance & Troubleshooting
:

• Provide first-line support for technical issues related to operating systems, applications, iGaming platforms, and payment gateways.
• Troubleshoot and resolve issues related to gaming integrations, payment processing, white label solutions, and platform functionality.
• Escalate unresolved technical issues to senior technical staff or relevant teams and ensure a smooth resolution.
• Respond to customer inquiries and technical challenges across gaming platforms, offering timely and effective solutions.

Customer Support
:

• Handle escalated support tickets, ensuring that more complex technical issues are addressed and resolved promptly.
• Respond to support requests via chat, email, or ticketing system, maintaining clear, professional communication.
• Provide guidance to clients during the integration of gaming products, payment gateways, and other services to ensure system compatibility.
• Log technical incidents, monitor progress, and follow up with clients to ensure timely resolution.
• Maintain high levels of customer satisfaction by addressing customer concerns and providing efficient resolutions.

Documentation & Reporting
:

• Maintain accurate records of support requests, resolutions, and user interactions using internal ticketing software.
• Develop and update user manuals, FAQs, and internal knowledge bases to provide self-service options for customers and internal teams.
• Generate regular reports summarizing recurring technical issues and trends to support the enhancement of our products and services.

Training & User Education
:

• Provide basic training to end-users on the proper use of hardware, software, and integrations.
• Offer proactive tips and guidance to clients to improve system efficiency and reduce common troubleshooting challenges.

Collaboration
:

• Work closely with the internal development and integration teams to escalate technical issues requiring code changes, software patches, or advanced investigation.
• Participate in team meetings to discuss recurring issues, potential improvements, and new features.
• Assist in the identification of potential gaps or improvements in our iGaming solutions, such as payment gateways, white label products, and aggregator services.

Quality Assurance
:

• Test new integrations, features, and updates to ensure their compatibility and functionality across gaming platforms and payment systems.
• Ensure that all new releases are tested thoroughly and are fully compatible with client systems before deployment.

Requirements
:

• Experience
  : At least 2-3 years of experience in a technical support role, preferably within the iGaming, e-commerce, or technology industries.
• Technical Knowledge
  : Strong understanding of web technologies, Integration, SQL, APIs, gaming software platforms, and payment gateway integrations.
  Familiarity with white label solutions and gaming aggregators is a plus, strong command of SQL and experience with relational databases.
• Problem-Solving Skills
  : Strong troubleshooting and analytical skills for resolving technical issues quickly and efficiently.
• Communication Skills
  : Excellent verbal and written communication skills, with the ability to explain complex technical issues clearly to non-technical customers.
• Customer Focus
  : A customer-first mindset with a strong track record of providing exceptional service.
• Teamwork
  : Ability to collaborate with cross-functional teams, including development, product, and customer support teams.
• Languages
  : Proficiency in English.