Technical Customer Support Agent (Igaming)

TL;DR

Technical Customer Support Agent (Igaming): Delivering exceptional service and resolving player inquiries for a digital entertainment platform with an accent on account management, transaction support, and KYC verification. Focus on maintaining high service standards, ensuring compliance, and collaborating across departments in a fast-paced, shift-based environment.

Location: Must be based in Miami Beach, FL

Company

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

What you will do

• Provide fast and accurate support to players via email.
• Investigate and resolve issues related to accounts, gameplay, transactions, and bonuses.
• Educate players on platform features, promotions, and procedures.
• Assist with KYC verification processes to ensure compliance.
• Identify and escalate technical issues to relevant internal departments.
• Collaborate with the team to meet service-level targets.

Requirements

• Must be based in Miami Beach to work onsite.
• Previous experience in customer support.
• Tech-savviness with experience in email platforms like Zendesk or Intercom.
• Strong written and verbal communication skills in English.
• High attention to detail regarding account information and verification documents.
• Ability to work in a fast-paced, shift-based environment.

Nice to have

• Understanding of payment processes and related tools.
• Experience in an online support role.

Culture & Benefits

• Opportunity to work with a growing portfolio of digital entertainment brands.
• Collaborative team environment.
• Exposure to diverse operational challenges in the igaming industry.