Technical & Escalations Expert

About us:
Betty is an entertainment company innovating at the intersection of real money online casino (iCasino) and casual mobile gaming.
Our accreditation by the Alcohol and Gaming Commission of Ontario (AGCO) marked our entrance as a B2C operator in February 2023, a milestone in redefining industry standards.
At Betty, we are creating a new model for the online casino experience. We’re changing gambling for good. We offer a uniquely transparent way for players to relax, unwind and have fun in a safe and supportive environment. We are accessible, fair and inclusive, and we are just getting started. 

You can expect to work with a talented, dedicated team in a supportive and collaborative environment. We care about our employees the same way we care about our players. 

As the Technical & Escalations Expert, you will be the first of your kind in the Toronto office. You will play an important role in ensuring the platform's smooth operation and our players' satisfaction. As a key point of contact between our Customer Success, Monetization, Technical Teams, and our game providers, you will investigate and resolve complex issues, provide guidance, and drive continuous improvement. Your deep understanding of the iGaming industry and player needs will contribute to optimizing our platform and ensuring a seamless gaming experience.

Our Values:

• We are honest - we value honesty in all aspects.
• Bring the Olives - we offer premium customer experience.
• Think Big - we believe in always striving for more.

Key Responsibilities:

• Receive and manage escalated issues from the Customer Success team related to player experiences, game functionality, and site performance.
• Prioritize and address escalations based on severity and impact on players, ensuring a timely resolution.
• Serve as a subject matter expert, providing guidance and support to the Customer Success team on game-related issues, technical troubleshooting, and any specific considerations.
• Develop and maintain a knowledge base of common issues and solutions.
• Conduct in-depth investigations into reported issues and collaborate with relevant departments to identify root causes affecting the player experience.
• Identify trends and opportunities for proactive improvements.
• Build and maintain strong relationships with game providers to facilitate effective communication and collaboration in resolving issues.
• Serve as a bridge between different internal and external stakeholders, facilitating communication and collaboration.
• Prioritize technical initiatives and ensure seamless integration between systems and processes.
• Other duties as needed.

Requirements:

• Motivated by a positive, proactive attitude, with a natural commitment to problem-solving and a dedicated approach to identifying root causes and suggesting effective solutions.
• Adaptable to work flexible shifts, including evenings, weekends, and public holidays.
• Capable of providing suggestions and effectively interacting with multiple parties/stakeholders while considering everyone's interests.
• Excellent writing skills with a talent for presenting situations clearly and comprehensively.

What we offer: 

• A chance to become a key person in a scale-up environment
• A real opportunity to supercharge your skills & knowledge
• Fun and collaborative team environment