iGaming Support Specialist

Short Description

Serve as the primary point of contact for our online sportsbook and casino guests, delivering exceptional service by leveraging your knowledge of company products, promotions, and resources to effectively address inquiries and resolve issues via phone, live chat, and email.

Essential Job Duties

• Serve as the voice of the brand and the frontline service representative for our online website and mobile applications.
• Assist players with sports betting and general gambling terminology, including explaining sportsbook payouts and online wagering concepts.
• Demonstrate proficiency across multiple device platforms, including PC, Mac, Android, and iOS.
• Troubleshoot and multitask effectively across various communication channels such as email, live chat, and phone.
• Support customers by explaining account security measures and player authentication procedures.
• Manage customer inquiries and complaints from initial contact through resolution, consistently providing calm, professional, and high-quality service.
• Assist with technical issues such as account creation, account verification, deposit and withdrawal processes, device compatibility, and geolocation concerns.
• Maintain an understanding of online gaming regulations across multiple gaming jurisdictions.
• Adhere to all policies and procedures to ensure accuracy and compliance.
• Help players understand and troubleshoot promotional offers, bonuses, and loyalty program details.
• Explain KYC requirements and document verification processes as needed.
• Navigate efficiently between the player-facing interface and internal systems while handling multiple tasks.
• Clearly communicate terms and conditions to players and ensure understanding.
• Document actions taken by adding clear and accurate notes into the system.
• Escalate issues appropriately, providing clear and detailed communication to managers and relevant departments.
• Perform 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.

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.