Customer Service Agent (iGaming)

TL;DR

Customer Service Agent (iGaming): Providing high-quality support to players and ensuring a seamless gaming experience with an accent on technical troubleshooting and multi-channel communication. Focus on maintaining strict SLAs, handling high-volume inquiries, and upholding regulatory compliance standards.

Location: Must be based in or near Lansing, MI, US. This is a hybrid role requiring office attendance for at least 50% of scheduled shifts.

Compensation: $18.00 - $24.70 per hour.

Company

hirify.global is a leading global provider of content and technology solutions for online real money gaming, iLottery, and sports betting.

What you will do

• Manage inbound calls, real-time chats, and emails while maintaining response time SLAs.
• Troubleshoot technical issues across computers, tablets, and mobile applications.
• Process account inquiries and communicate marketing offers to VIP customers.
• Provide feedback on service failures and customer trends to improve operations.
• Maintain customer confidentiality and adhere to strict gaming industry protocols.
• Meet daily performance targets of 70 contacts while ensuring high service quality.

Requirements

• Must be authorized to work in the US without visa sponsorship.
• Must be able to work a hybrid schedule in Lansing, MI.
• At least 21 years of age with a High School diploma or equivalent.
• Advanced computer literacy and ability to type at least 90 wpm.
• Experience with technical troubleshooting for consumer electronics.
• Strong verbal and written communication skills with high attention to detail.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer matching.
• Paid time off and structured work-life balance.
• Opportunity to work in a fast-paced, regulated global gaming environment.