Customer Support & Gaming Systems Operator

OVERVIEW SUMMARY

Innovative, leading Lottery Partner seeks “Operator, Player Support & Gaming Systems.”

Do you want to be part of an awesome, exciting industry and work in a dynamic, interactive workplace? This position will provide the best excitement of a start-up company with fast-paced, challenging work, tremendous growth potential and gives you the opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the industry.

NeoPollard Interactive, located in Lansing Michigan, is on the leading edge supporting new and innovative online Lottery games. We hire great people and are currently looking for full-time Player Support & Gaming Systems Operators to work in our Contact Center supporting online Lottery players with Lottery purchases, withdrawals, game play, as well as executing manual activities in the Gaming Systems application, reporting daily activities and incidents, upholding the security integrity of the Gaming Systems and its operations, and effectively communicating with the Delivery and Control Room Manager.

In this role you will interact with customers through live instant messaging, email and telephone to enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues and providing flawless customer service and basic technical support. You will also interact directly with the customers to communicate updates or delays in critical draw functions and ensure that draws are executed on-time and accurately.

RESPONSIBILITIES

·       Interact with customers to provide information and to process inquiries about accounts, products and services.

·       Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols

·       Respond to and process inbound calls, real-time chat communications, emails and make outgoing calls

·       Communicate special marketing offers to VIP customers

·       Maintain customer confidentiality

·       Adopt and promote company values

·       Remain current on all new developments and procedures regarding department and company protocols.

·       Work according to set goals and targets

·       Prepare timely internal reporting of system and operational incidents

·       Execute tasks in accordance with system directives

·       Monitor health of operating system

·       Record activities and archive daily logs

·       Participate in testing and reporting

·       Provide timely feedback to company regarding system and equipment/service failures or client concerns

·       Maintain information confidentiality

·       Adopt and promote company values

·       Remain current on all new developments and procedures regarding protocols

·       Work according to set goals and targets

·       Open production tickets for system issues

EDUCATION AND EXPERIENCE REQUIRED

·       High School diploma or equivalent, some college preferred

·       Advanced knowledge of computer systems and Windows Office Programs

·       Previous customer service experience required and contact/call center experience an asset

·       Previous experience with data entry or analytics, preferred

·       Experienced with computers, smartphones, tablets and is able to troubleshoot internet connectivity, app, and browser issues

·       Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day

·       Demonstrated accuracy with a consistent attention to detail

·       Possess independent judgment, discretion and initiative in absence of specific directions from management

·       Good grammatical and typing/data entry skills with an emphasis on accuracy

·       Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service

·       Organized with excellent time-management skills

·       Previous technical support experience an asset

BENEFITS

·       Comprehensive Health, Vision, and Dental benefits (for full time employees)

·       Life and AD&D Insurance (for full time employees)

·       401k retirement savings plan

·       Paid vacation and personal time

·       Employee Assistance Program (EAP)

·       Opportunity for career development

·       Business casual dress code

·       Fun & exciting work culture

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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