Technical & Escalations Expert

About us:

Betty is an innovative entertainment company pioneering at the intersection of real money online casino and casual mobile gaming. Accredited by the Alcohol and Gaming Commission of Ontario (AGCO) as a B2C operator in February 2023, we've set a new standard in the industry. Our mission is to redefine the online casino experience by offering a uniquely transparent environment where players can relax, unwind, and enjoy themselves safely. We are committed to accessibility, fairness, and inclusivity, fostering a community of like-minded individuals who value ethical gaming practices and prioritize our players' safety and enjoyment above everything else.

 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.

As a Technical & Escalations Expert, 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.

 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: 

• Competitive salary
• Premium Health insurance
• Career and skills development opportunities
• Fun and collaborative team environment
• New modern office space