Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

What you'll do 

• Provide Tier 1 Service Desk services to our customers as part of a rostered team providing up to 13 hours / 7 days coverage
• Manage Service Operation processes as required
• Manage major IT incidents from detection to resolution according to Major Incident Management protocol(s) and in conjunction with the ITSM
• Work closely with support teams, 3rd parties, and Business Divisions
• Monitor incident and service queues and ensure tickets are progressed in accordance with agreed operational level procedures
• Cooperate closely with internal/ external stakeholders

What you'll bring 

• Approximately 3 years overall industry experience as a Service Desk or B2B Customer Service agent
• Have experience answering incoming customer queries, tickets & chats regarding product problems, service questions and general client concerns
• Can balance problem solving and escalating more in-depth issues to the Tier 2 teams
• Basic understanding of a broad spectrum of environments and IT systems
• Basic Knowledge of technical troubleshooting
• Strong communication skills and stakeholder management
• Experience with incident, change or problem management processes
• Ability to work on a rotational shift basis, on weekends, and outside of typical business hours
• Outstanding Business fluency in English (written and oral)
• ITIL® framework hands-on experience.
• Solid troubleshooting and analytical skills
• Experience in geographically spread technology support organization
• Experience in supporting remotely located end users, VIPs, systems
• Understanding of the impact of technology on the business.
• Basic knowledge of network and server infrastructure
• Well organized, strong ability to multitasking
• Self-driven, Self-starter.
• Optional: Chinese mandarin language

Nice to have:

• Basic knowledge in sports betting, gambling industry, cryptocurrencies
• Familiarity with Jira and Confluence

What's in it for you

• Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
• Attractive salary and customisable benefits package
• Flexible working hours and ways of working
• Contemporary and accessible office environments with a range of workplace perks
• Six weeks’ paid leave for every four years of service
• Relocation package for you and your family including soft-landing package services to help you settle in (applicable in Spain, if you are moving from a different city/country)
• Being part of a team with a forward-looking, international mindset and agile working practices
• A friendly, inclusive and multicultural environment (we are made up of over 35 nationalities, speaking almost 30 languages)
• Wellbeing programmes, learning and personal growth opportunities
• A range of employee events throughout the year, including team building activities, Learning Labs, Hackathons and Designathons
• Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing

Our values

We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills – and that comes from the diversity of our people.

The Workshop is committed to being a diverse and inclusive workplace, where we all learn together, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof), and programming language preference. As an equal opportunity employer, we offer a friendly, supportive working environment for all. It’s a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.