Remote Support Analyst

Little Wheel is a gambling technology company building products to give players an edge. We are expanding across all states we operate in, and our team is a key driver in our success.

Little Wheel is seeking a highly motivated Support Analyst to join our Operations team remotely, based in the US (MI/NJ/PA/WV). As a Support Analyst, you will be crucial in assisting our clients in resolving technical issues related to gambling products and providing exceptional customer service.

In this position, you will work with a small group of clients we treat as business partners. You will be responsible for troubleshooting software issues and providing timely resolutions to minimize downtime and maximize client satisfaction. Additionally, you will collaborate with our development team to identify and implement long-term solutions for recurring technical issues.

Responsibilities

• Responding to customer inquiries and providing technical assistance via phone, email, and chat
• Troubleshooting software issues, diagnosing technical problems, and providing effective solutions
• Documenting customer interactions, including the details of their issues and the resolutions provided
• Providing exceptional customer service and ensuring client satisfaction
• Collaborating with the development team to identify and implement long-term solutions for recurring technical issues
• Assisting in the testing and implementation of software updates and new releases
• You will be assigned 5x 8 hour shifts, Monday to Sunday. Shifts are a mix of 8am to 4pm, 10am to 6pm, 12pm to 8pm, with days rotating week to week. We will discuss your preferences during the hiring process.
• Experience in a support role, preferably in Finance, Gambling, or Technology
• Excellent problem-solving and analytical skills with the ability to think critically and troubleshoot technical issues
• Exceptional communication and customer service skills, both verbal and written
• Ability to work independently, prioritize tasks, and meet deadlines
• Detail-oriented with a high level of accuracy in documentation and data entry
• Age 21+ and resident of MI/NJ/PA/WV (Regulatory Requirements)
• Health Care Plan
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Home Office Equipment

Salary

• $60,320/year
• Quarterly bonuses up to 100% of pay