Technical Customer Support Agent (iGaming)

TL;DR

Technical Customer Support Agent (iGaming): Providing technical assistance and resolving player inquiries for digital entertainment platforms with an accent on account security, transaction troubleshooting, and KYC verification. Focus on delivering fast, accurate email support and collaborating with internal departments to improve the overall user experience.

Location: Must be based in Miami Beach

Company

A digital entertainment company operating multiple engaging online platforms, including MetaWin, WOW Vegas, BetZoo Media, and Rolla.

What you will do

• Provide fast, accurate, and friendly player support via email.
• Investigate and resolve issues related to accounts, gameplay, transactions, and bonuses.
• Guide players through available features, promotions, and internal procedures.
• Assist with the KYC verification processes.
• Identify technical bugs and flag them to relevant internal departments.
• Collaborate with teammates to ensure service-level targets are met.

Requirements

• Must be based in Miami Beach and able to work in a shift-based environment.
• Strong written and verbal communication skills in English.
• Experience with email platforms such as Zendesk or Intercom.
• Understanding of KYC and payment processes and tools.
• Ability to multitask efficiently in a fast-paced environment.
• High attention to detail when reviewing account and transaction documents.

Nice to have

• Previous experience in customer support within the iGaming industry.

Culture & Benefits

• Dynamic work environment within the digital entertainment sector.
• Culture of ownership and proactive problem-solving.
• Collaborative atmosphere across multiple global offices (London, Malta, Gibraltar, Miami).