Customer Service Agent (iGaming)

TL;DR

Customer Service Agent (iGaming): Providing player support and troubleshooting technical issues for a regulated real money gaming platform with an accent on seamless user experience and high-volume contact management. Focus on resolving account inquiries, managing multi-channel communications (calls, chat, email), and maintaining strict SLAs.

Location: Lansing, MI, US. Must be authorized to work in the US without sponsorship. Hybrid schedule (minimum 50% office attendance required).

Salary: $18.00 - $24.70 per hour

Company

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

What you will do

• Process account, product, and service inquiries via inbound calls, real-time chat, and email.
• Troubleshoot technical issues related to computers, tablets, and mobile applications.
• Manage a target of 70 contacts daily while maintaining SLAs for chats and calls under 45 seconds.
• Communicate special marketing offers to VIP customers.
• Provide feedback on service failures and customer experience.
• Maintain strict customer confidentiality and uphold company values.

Requirements

• Must be based in or able to commute to Lansing, MI for at least 50% of scheduled shifts.
• Authorized to work in the US without current or future visa sponsorship.
• At least 21 years old with a High School diploma or equivalent.
• Advanced proficiency in Windows Office and a typing speed of at least 90 wpm.
• Strong technical troubleshooting skills for various devices.
• Flexibility with work schedules and ability to be camera-ready.

Nice to have

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

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Paid time off.
• 401(k) plan with employer matching.
• Work environment focused on bringing joy to life through the power of play.

Hiring process

• Mandatory criminal background screening and fingerprinting.
• Regulatory approvals and licensing with gaming regulatory authorities.