Tier 2 Senior Customer Support Specialist
What You'll Be Doing
Take ownership of complex cases escalated by Tier 1, including payment discrepancies, account issues, promotional queries and disputed game rounds.
Provide day-to-day guidance to Tier 1 agents, helping them investigate cases, follow procedures and know when to escalate.
Review a sample of Tier 1 conversations for accuracy, investigation quality, communication, tagging and process compliance, giving constructive feedback alongside the QA lead.
Investigate issues using account activity, transaction records, game history and available troubleshooting tools before escalating further.
Raise clear, well-documented tickets with game providers and internal teams, including relevant evidence, troubleshooting steps and the impact on the player.
Track escalated cases through to resolution, follow up on outstanding actions and keep players and frontline agents updated.
Investigate crypto deposit and withdrawal issues using blockchain explorers and internal payment tools.
Handle escalated player complaints professionally, coordinating with Risk, Payments, VIP and Technical teams where needed.
Identify recurring issues, knowledge gaps and unnecessary escalations, and recommend practical improvements.
Help maintain internal procedures, knowledge-base articles and macros, and support the training of new agents.
Keep accurate case records and clear handover notes for continuity across shifts.
Follow security, data protection and responsible gambling procedures, acting within the role's authority and escalating sensitive cases appropriately.
Support live chat and email coverage when required.
What We're Looking For
Previous experience in a Tier 2, senior support or escalation-handling role within iGaming.
Experience supporting frontline agents and providing clear, constructive feedback.
Strong investigation skills, with the ability to interpret transaction records, game history and basic technical logs.
Practical understanding of cryptocurrency transactions, networks, transaction hashes and blockchain explorers.
Experience working with game-provider service desks and managing cases through to resolution.
Good judgement to distinguish between issues Support can resolve independently and those requiring specialist review or approval.
Ready to Apply?
To submit your application for this position, please visit Over99's official website and follow their application process.