iGaming Support Specialist

• 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.

Equal Opportunity Employer

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