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 account management. Focus on handling multi-channel inquiries, maintaining strict SLAs, and upholding regulatory compliance in a fast-paced environment.

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

Salary: $18.00 - $24.70 per hour.

Company

hirify.global Interactive is a global leader in content and technology solutions for regulated online real money gaming, committed to bringing joy to life through the power of play.

What you will do

• Process inquiries regarding accounts, products, and services via phone, chat, and email.
• Troubleshoot technical issues across computers, tablets, and mobile devices.
• Communicate special marketing offers to VIP customers.
• Maintain high service standards by meeting daily contact targets and strict response time SLAs.
• Provide feedback on service failures and customer insights to improve operations.
• Ensure customer confidentiality and adherence to regulatory protocols.

Requirements

• Must be authorized to work in the US without visa sponsorship.
• Must be able to work a hybrid schedule in Lansing, MI, with at least 50% office attendance.
• At least 21 years of age with a High School diploma or equivalent.
• Advanced computer literacy and typing speed of at least 90 wpm.
• Experience with technical troubleshooting for computers and mobile devices.
• Strong verbal and written communication skills with attention to grammar.

Nice to have

• 0-2 years of inbound call center experience.
• Some college education.
• Previous technical support experience.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with employer matching.
• Paid time off.
• Opportunity to work in a regulated, industry-leading gaming environment.

Hiring process

• Mandatory background screening and regulatory approvals.
• Requirement to submit fingerprints and obtain gaming licenses as needed.