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Virtual Help Specialist

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Job Description

The Virtual Help Specialist will work together with the Virtual Help Manager to bring to life our ambitious self-help plans through targeted focus and investment in our Virtual Assistant; developing conversational flows, basic uploading within the technology tools, QA and auditing of the respective help journeys, deployment sign off, performance analysis and optimization.

Key Responsibilities

  • Design journeys/processes, in a format suitable for a chatbot environment, that address customers' most important questions/problems

  • Identify customer's pain-points

  • Create user stories that reflect the customer journeys

  • Reproduce user stories in a troubleshooting type of decision-tree or flow (suitable for bot)

  • Identify patterns of phrases that represent the customers' queries

  • If the journey needs to be localized – recreate the journey/process in a text format suitable to be translated and recreate the localized journey/process within the bot platform

  • Test any new/updated journeys

  • Review customer contacts, looking for ways to optimize the existing journeys

  • Communicate with stakeholders and be up to date with any necessary information

  • Update the journeys as per requirement

Skills and Capabilities

  • Ability to organize and synthesize information from multiple sources.

  • Strong analytical skills and attention to detail.

  • Ability to effectively work independently and as part of a team (located across multiple offices).

  • Dedicated, hard-working, self-motivated.

  • Strong sense of ownership and commitment.

  • Must be able to work under pressure, problem-solve and adapt to changing business requirements.

  • Effective communicator with a positive personality and a can-do approach to build trust and great relationships with internal and external stakeholders


  • Previous CMS experience

  • Web analytics, including Google Analytics.

  • Project management certification (e.g. Agile).

  • Knowledge of project tracking software JIRA and Confluence.


Our experience-based salaries are competitive.

Your package will include:

  • Discretionary annual performance bonus

  • 30 days paid leave

  • Health and Dental Insurance for you, your partner and your children (if you all live at the same address)

  • Personal life insurance and disability coverage

  • A personal interest allowance to let you learn something new or pursue a hobby

  • External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

  • Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

  • 26 weeks Maternity leave at 100% pay & 4 weeks secondary leave pay (paternity) at 100% pay

  • A sports’ card membership valid across the country

  • In-house yoga and gymnastic classes, as well as dances

  • Discounts as a compliment form us among different services

  • Monthly lunch and travel allowance

  • Free snacks, fruits and drinks in the office

About the Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:  

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.

Virtual Help Specialist

  • Sofia, Bulgaria
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