Customer Support Agent

WA.Technology, an award-winning B2B iGaming provider, delivers cutting-edge solutions, products, and services that empower operators with unique brands, advanced tools, and seamless integration of 8,000+ games from 80+ top-tier providers. Its bespoke and fully scalable creations – WA.Sports, WA.Casino, WA.Fantasy, and WA.Affiliates – are supported by state-of-the-art managed services. A leading name in Brazil with an established presence in Latam and Africa, and proven success across global markets, WA.Technology ensures rapid market entry and long-term success for its clients.

Where and how we work?

For our new joiners in Recife (BR) we offer a hybrid work model, with an expectation for You to attend the office tree times week to connect and grow together while also having the flexibility to work remotely twice a week.

Long story short, you will

Be the go-to person for our customers! You’ll help resolve issues with access, payments, bonuses, and system setups, delivering fast and top-quality support across multiple channels. Collaborate with internal teams to find effective solutions and spot opportunities to improve our processes. If you’re tech-savvy and love helping people, this role is for you!

The main responsibilities we will trust you with:

• Handle and resolve technical support requests for iGaming platforms, including issues with access, payments, bonuses, and user configurations.
• Provide exceptional support to our English and Portuguese-speaking customers via email, live chat, and CRM tools like JIRA.
• Log and manage incidents accurately in ticketing systems to ensure efficient handling and resolution.
• Escalate complex issues to technical teams or higher levels when necessary.
• Collaborate with internal teams (Operations, Finance, Development) to deliver quick and effective solutions for customer issues.
• Stay updated on new products, system functionalities, and promotions to provide informed support.
• Identify trends in customer requests and suggest improvements to processes and tools.

Your areas of knowledge and expertise :

• At least 1 year of experience in technical support or customer service, preferably in the iGaming industry (online casino, sports betting) or related sectors (e.g., fintech, technology).
• Familiarity with digital platforms, CRM systems, and remote support tools.
• Experience handling electronic payments, digital wallets, or anti-fraud system queries is a plus.
• Knowledge of ITIL/CompTIA A+, IT Helpdesk Professional, or equivalent certifications is advantageous.
• Strong problem-solving skills, with the ability to stay composed under pressure and maintain a positive, “can-do” attitude.
• Excellent time management and prioritization skills to handle multiple tasks effectively.
• Fluent in Portuguese (C2) and proficient in English (B2+), with outstanding written and verbal communication in both languages.
• Ability to work in rotating shifts, including weekends and holidays, ensuring 24/7 support for our global users.

Join a dynamic, fast-paced environment where you’ll play a key role in providing top-notch support to a growing portfolio of clients. We value proactive team players who bring empathy, attention to detail, and a passion for problem-solving. Grow your expertise in the iGaming industry and make a real impact!

Why Work With Us?

• Flexible work environment.
• Opportunity to work with well-connected industry leaders.
• A leadership approach that fosters innovation, creativity, and trust.
• Opportunity to experience the buzz of highly driven and motivated work colleagues.
• Experience a start-up feel in a fast-paced growth-driven environment.

“We are committed to fostering an inclusive workplace that values and promotes diversity. Our aim is to create a vibrant, accessible, and welcoming environment for individuals of all backgrounds, experiences, and perspectives. We believe in equal opportunity for everyone and encourage candidates from diverse backgrounds to apply, including those from underrepresented groups. Our hiring decisions are made based on the merits of skills, experience, and potential, ensuring fairness and equality for all applicants.”