59 applicants

Company

Pollard Banknote Limited · 6 hours ago

Customer Support Representative - Evenings

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Provide exceptional customer service by demonstrating product knowledge, problem-solving, and research skills.

Respond promptly and professionally to customer inquiries via various channels, including live chat, email, social media, and phone.

Assist customers with account-related queries, games and promotion inquiries, and technical issues.

Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies.

Investigate and resolve customer complaints or issues efficiently and effectively.

Escalate complex problems to higher-level support or management when necessary.

Maintain a deep understanding of our iLottery platform, including available games, promotions, and features.

Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.

Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols

Communicate special marketing offers to VIP customers

Provide timely feedback to the company regarding service failures or customer concerns

Maintain customer confidentiality

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceCustomer service principlesTechnical troubleshootingZendeskFive9FreshdeskGaming experienceFinance experienceBackground check

Required

Excellent communication skills and a positive, customer-centric attitude

Problem-solver with strong attention to detail and the ability to collaborate effectively within a team

Adaptable and able to manage stress while staying focused and dependable

Positive demeanor and act with integrity in all situations

Solid understanding of customer service principles and best practices

Technical aptitude, especially for troubleshooting customer issues

Proven ability to focus on customer needs while effectively communicating and resolving problems

Must be able to pass a background check

Adhere to regulatory requirements and company policies related to responsible gaming and customer verification

Provide exceptional customer service by demonstrating product knowledge, problem-solving, and research skills

Respond promptly and professionally to customer inquiries via various channels, including live chat, email, social media, and phone

Assist customers with account-related queries, games and promotion inquiries, and technical issues

Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies

Investigate and resolve customer complaints or issues efficiently and effectively

Escalate complex problems to higher-level support or management when necessary

Maintain a deep understanding of our iLottery platform, including available games, promotions, and features

Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols

Communicate special marketing offers to VIP customers

Provide timely feedback to the company regarding service failures or customer concerns

Maintain customer confidentiality

Preferred

1-3 years of customer service experience, preferably in gaming (sports or casino) or finance

Experience using customer service ticketing systems such as Zendesk, Five9, or Freshdesk

College degree or equivalent prior work experience

Benefits

Competitive compensation

Profit sharing program – every role plays a part in our success!

Health & Extended Benefits

Opportunities for professional development

Tuition reimbursement

Employee & Family Assistance Program

Remote Work Environment

Company

Pollard Banknote Limited

Pollard Banknote partners with lotteries around the world to create and market high performing instant games and solutions that excite and engage players.

Founded in 1907

Winnipeg, Manitoba, CAN

1,001-5,000 employees