Customer Service Agent - Overnight (iGaming)

TL;DR

Customer Service Agent - Overnight (iGaming): Provide information, process inquiries, and troubleshoot technical issues for gaming players with an accent on handling inbound calls, real-time chat, emails, and maintaining service levels. Focus on achieving 70 daily contacts, upholding SLAs under 45 seconds, ensuring confidentiality, and communicating marketing offers.

Hybrid in Lansing, MI, US: able to travel to office for at least 50% of shifts, reliable internet, camera-ready. Must be authorized to work in the US without sponsorship; background checks and gaming licenses required.

$13.30 - $24.70 per hour

Company

hirify.global is a leader in content and technology solutions for online Real Money Gaming, iLottery, iGaming, and Online Sports Betting.

What you will do

• Provide information and process inquiries about accounts, products, and services.
• Troubleshoot technical issues on computers, tablets, and smartphones.
• Handle inbound calls, real-time chat, emails, and outgoing calls.
• Communicate special marketing offers to VIP customers.
• Provide feedback on service failures and customer input.
• Uphold confidentiality, follow protocols, meet 70 daily contacts and SLAs under 45 seconds.

Requirements

• 21+ years old with High School diploma or equivalent; some college preferred.
• 0-2 years inbound/support call center experience preferred.
• Excellent verbal, written, interpersonal communication skills; diligent grammar and data entry.
• Advanced knowledge of computers, Windows Office programs; type at least 90 wpm.
• Experience troubleshooting computers, smartphones, tablets.
• Work independently in fast-paced environment; strong time-management and organization.

Nice to have

• Previous technical support experience.
• Some college education.

Culture & Benefits

• Comprehensive health, dental, vision insurance.
• Paid time off.
• 401(k) with employer matching.
• Market-competitive pay based on experience, location, skills.
• Values: All about the Player, Talent Unleashed, Collective Brilliance, Good Business Good Citizen.
• No travel expected.