Helpdesk Support

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state-of-the-art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

**Purpose of the Role**
The Helpdesk team is expanding, and we require an individual who can act as a first escalation point for issues that require further investigation from both internal and external entities. Once received, Helpdesk support will gather information, investigate and attempt to resolve an issue before escalating to the next resolver if required.

**Responsibilities**:

- Working with the technical team to support solutions.
- Maintain compliance with all company policies and procedures.
- Providing Support to Host.
- Casino/promotion configuration.
- Game Release testing.
- Manage daily tickets as well as follow-ups of old open tickets, while maintaining SLA.
- Perform related duties as assigned by the supervisor.
- Updating diagnostic guides.

**Requirements**:

- Grade 12 or equivalent.
- Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
- Must be SLA and Solutions driven to assist the department effectively and efficiently.
- Flexibility to work rotational shifts in a 24/7 environment.

**Advantageous**:

- IT Qualification.
- Online Gaming Experience advantageous.
- Must be knowledgeable about the various Game providers and Casinos.
- Must have an excellent understanding of Game Rules (Games Terms and Conditions).
- Identify the difference between IT and Game Query issues.

This position requires trust and honesty it has access to customer details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. This will be done in a confidential manner, and solely for the purposes of verification.

**Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.