Customer Support Specialist

Role Overview

The Customer Support Specialist provides operational and technical support to QTech Games’ B2B/B2C clients, managing customer requests from initial contact through investigation, escalation, follow-up, and resolution, while ensuring clear and timely communication. We’re looking for someone who wants to go beyond traditional customer support — someone curious about how the platform actually works under the hood, comfortable taking ownership, and reliable enough that clients and teammates can count on them.

Key Responsibilities

- Manage B2B/B2C customer requests across established support channels and maintain ownership through resolution.
- Investigate game launch, gameplay, transaction, wallet, API, session, and integration-related issues.
- Analyze available logs, API requests/responses, error messages, transaction and round data.
- Investigate BET, WIN, ROLLBACK, pending rounds, missing winnings, and other player or transaction-related cases.
- Reproduce reported issues and perform first-line troubleshooting before escalation.
- Prepare complete and structured escalations to different departments.
- Support provider/game availability, configuration, currency, and country restriction requests.
- Communicate incidents, provider maintenance, service disruptions, and restoration updates to affected clients.




- Monitor prepaid balances and support related notification and escalation processes.
- Maintain accurate case documentation, statuses, follow-ups, and handovers.
- Contribute to internal documentation, Knowledge Base articles, and continuous improvement of support processes.

Key Requirements

- Experience in Customer Support, Technical Support, Operations, or a similar role.
- Strong English communication and customer management skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Basic understanding of REST APIs, HTTP, JSON, wallet transactions, callbacks/webhooks, and logs.
- Curious, self-driven mindset with genuine interest in learning how the systems and integrations behind the platform work.
- Strong sense of ownership, reliability, and accountability — someone clients and teammates can count on, including across shift handovers.
- Attention to detail and strong cross-functional collaboration skills.
- Ability to prioritize multiple requests and work effectively in a fast-paced environment.
- Availability to work on a shift schedule.
- iGaming, gaming aggregation, fintech, or payments experience is an advantage.

Nice to Have

- Experience using Jira Service Management (or a similar ITSM tool).
- Experience in Incident Management or Request Fulfillment, or awareness/certification in ITIL v4.
- Chinese speaker.

📌 Customer Support Specialist (Málaga)
🏢 QTech Games
📍 Málaga