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.