Senior Support Representative (two shifts)

Company Description

Welcome to Byborg! As a leader in IT and streaming solutions, we specialize in delivering high-quality services that offer premium online experiences.  

Headquartered in Luxembourg and operating globally, our company is proud of its diversity, with over 40 different nationalities working side by side. Since its launch, our flagship product has led the market, continually pushing the boundaries of digital innovation. Today, working with the latest technology, our platforms serve millions of users daily. 

We are proud of our dynamic portfolio, featuring over 16 leading and fast-growing brands. These include our streaming platforms (LiveJasmin.com, Cherry.TV, IsLive.com, Oranum.com), our marketing and advertising services (AdSupply, AWEmpire, TwinRed), and our entertainment and lifestyle brands (LoyalFans.com, The Million Roses, Kinkly.com). 

Are you looking for new challenges in an international, collaborative environment? The Byborg squad is seeking passionate individuals ready to make an impact. Join us in our inclusive workplace where you will be appreciated, and you can grow and achieve your potential. Help us shape the future! 

Job Description

• Ensure compliance with service level agreements (SLAs) across various tasks and services to meet customer and business expectations.  
• Handle escalated issues that require more in-depth analysis, ensuring timely and effective resolution of complex cases.  
• Monitor department processes for compliance with internal policies and industry standards, ensuring consistent and high-quality performance.  
• Execute any other tasks as assigned by the direct supervisor, contributing to the overall success of the department.  
• Conduct continuous quality checks on team performance, processes, and support activities, ensuring high standards of service delivery.  
• Collect and provide constructive feedback to team members on performance, while also gathering and delivering product-related feedback to relevant stakeholders.  
• Oversee shift operations, coordinate task allocation, and support the team to ensure efficient workflow.  
• Ensure resource coverage for operational demands and resolving any shift-related challenges proactively.  
• Prepare and manage shift schedules, adjusting to sudden changes to workload and workforce availability as needed. 

Qualifications

• Minimum 3 years of customer support experience including 1 year of Senior or equivalent.  
• Previous experience in shift coordination or team leadership. 
• Fluency in written and spoken English (C1 level or above).  
• Hungarian language is an advantage
• 230 Characters Per Minute or more typing speed.  Blind typing is an advantage. 
• Ability to make confident and accountable decisions in critical situations. 
• Excellent multi-tasking skills, with working on 2 monitors at the same time.  
• Excellent verbal and written communication skills, with the ability to provide professional feedback and constructive guidance.  
• Previous sales communication and conflict de-escalation experience is an advantage. 
• Self-confident and sets high expectations towards themselves when it comes to the quality of their work. 
• Strong organizational skills with the ability to plan shifts and manage resources effectively to meet operational demands.  
• Capable of working in a dynamic environment, adjusting to shifting priorities and unforeseen challenges.  
• Ability to learn quickly and be able to pass new knowledge to others with practical hands-on mentoring.  
• Strong knowledge of Microsoft Excel and Word, advanced level is an advantage.  
• Strong user-level Windows knowledge.  
• Previous experience in content moderation, content tagging, registration handling is a strong advantage. 

Additional Information

• Work in a dynamic two-shift system (morning, afternoon) that will adapt to the required resources and your availability
• Exceptional Salary Package
• Home Office opportunity
• An exceptional compensation package (All You Can Move sport pass, a yearly 500.000 Huf /year cafeteria package)  
• Private health insurance for when you don’t feel so great 
• The opportunity to see your work directly contribute to the success of the company 
• We want you to grow with us, so we offer the opportunity to attend conferences, technical workshops, trainings, and meetups, along with certification possibilities 
• Company branded merchandise (goodies) 

Byborg Enterprises is an equal employment opportunity employer. We consider individuals for employment based on their skills, abilities and experience. We thrive to attract and hire a strong, talented and diverse workforce, prohibitin