Igaming Support Specialist

Job Description

• Serve as the first point of contact for our online sports book and online casino guests, providing excellent service by utilizing your knowledge of company products, promotions and resources to resolve issues and questions by phone, live and email.
• Acts as the voice and frontline service representative for the online website and branded mobile applications.
• Assist players regarding sports betting and general gambling terminology, including understanding payouts for sportsbook and online wagering.
• Understanding of multiple device platforms such as PC, Mac, Android, and Apple.
• Troubleshoot and multi-task across multiple platforms such as email, live chat, and phone.
• Assist customers with explaining account security and player authentication when they call with questions.
• Handle customer complaints and inquiries from first point of contact through resolution providing excellent customer service by acting in a calm and professional manner at all times.
• Ability to assist with technical issues such as player account creation, account verification, deposit and withdraw processing, device compatibility, and geolocation.
• Understanding online gaming regulations related to different gaming jurisdictions.
• Able to properly follow policies and procedures.
• Assist players with troubleshooting and understanding of promotional offers, bonuses, and loyalty programs.
• Able to understand and explain, if necessary, KYC and document verification.
• Handle multiple tasks between our player user interface and our internal user face.
• Understand and communicate our terms and conditions to our players.
• Provide clear notes on tasks performed and add into the system as required.
• Proper communication when escalating issues to managers and other departments.
• Performs all other duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Experience and Skills

1. Bachelor's Degree preferred. 2 years related experience (Customer Service). Previous Call Center experience preferred.
2. Knowledge of sports betting and the casino industry.
3. Knowledge of AML and Fraud detection.
4. Previous experience with payment processing.
5. Strong attention to detail; Excellent customer service skills.
6. Ability to handle Guest issues with tact and poise.
7. Ability to communicate to all levels of the organization.
8. Easily adaptable to changing business needs and priorities.
9. Proficient in MS Office applications advanced Excel and Power Point skills a must.
10. Must be able to work all shifts, and weekends/holidays as required. Must be able to communicate effectively in English, both verbally and through written communications.
11. Must be knowledgeable of all federal, state and local laws and regulations relevant to operations.

Job Benefits
Company Benefits include (please note that some are reserved for Full Time Team Members only):
Medical/Dental/Vision after 90 days of continuous full time service
Paid Time off (Vacation, Sick, Holidays)
401K with partial company match (after 6 months of employment - both FT and PT)
Short and Long Term Disability (after a qualifying period)
Employee Dining Room
Free Uniforms and Parking
Bright Funds Match program
Team Member Assistance Fund
Tuition Reimbursement
Appreciation and Celebration Events
Fun Company Swag
This is not a comprehensive list of benefits offered.