Customer Support Agent (Swing Shift)

Join our dynamic Customer Services Team as a Customer Support Agent and play a pivotal role in enhancing the overall customer experience at GAN! In this role, you will collaborate with a dedicated team to provide top-notch support, address user-reported issues, and elevate the general user experience. Your responsibilities will extend to working closely with customer service colleagues, team managers, and GAN casino clients to ensure the highest level of customer satisfaction. Embark on a rewarding journey with us, where your contributions will make a meaningful impact on our commitment to delivering unparalleled customer service and maintaining strong client relationships.

Core responsibilities

• Provide exceptional support through phone, live chat, and email, ensuring a positive customer experience.
• Address and resolve B2B issues with expertise, offering insights into our comprehensive range of services.
• Conduct daily monitoring to detect and prevent fraud across both B2C and B2B operations.
• Collaborate seamlessly with technology departments, both in-house and third-party, to address technical issues related to customers and products.
• Vigilantly monitor website availability and functionality, promptly alerting relevant parties to any performance or accessibility concerns.
• Assist customers in processing deposits and withdrawals, ensuring smooth financial transactions.
• Contribute to the testing process for new products and services, ensuring a seamless rollout.

Experience and key competencies

• Demonstrating proficiency in MS Office and Jira.
• Navigating technical intricacies, showcasing expertise in online troubleshooting.
• Exhibiting superb written and verbal English communication skills.
• Excelling in precision multitasking, perfectly suited for our shift-based, hourly position (flexibility across days).
• Delivering a customer-centric experience through a friendly, patient demeanor.
• Balancing self-motivation with a team-player ethos, accompanied by leadership potential. Applying high emotional intelligence (EQ) to enhance workplace dynamics.
• Swift decision-making and a proactive approach to taking initiative.
• Thriving in fast-paced, deadline-oriented environments. Approaching challenges with a solutions-oriented mindset, complemented by meticulous attention to detail.
• Adapting seamlessly to diverse client corporate cultures.
• Crafting strategic plans with a focus on precise tactical execution.
• Bringing previous experience in online gaming/gambling/sports betting (considered a significant advantage).
• Demonstrating familiarity with customer fraud management practices (a definite asset).

Think of this job ad as more of a friendly guide than a rigid 'must-have' list. We're well aware that no one will tick all the boxes, so feel free to apply even if you're not a perfect match – we love close matches too!

Recruitment flow

• Screen - Interview & Testing - Second Interview - Offer
• Start date: ASAP
• Salary: $20.00 per hour
• Recruiting from Las Vegas, Nevada
• Swing Schedule: 3:00PM - 12:00AM Thursday through Monday (Tuesday & Wednesday OFF)

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are!

Location

Must live in Las Vegas, Nevada