Customer Support Agent (Night Shift)

GAN • Paradise, NV

1d • Onsite

About The Position

Join our dynamic Customer Services Team as a Customer Support Agent and play a pivotal role in enhancing the overall customer experience at GAN! In this role, you will collaborate with a dedicated team to provide top-notch support, address user-reported issues, and elevate the general user experience. Your responsibilities will extend to working closely with customer service colleagues, team managers, and GAN casino clients to ensure the highest level of customer satisfaction. Embark on a rewarding journey with us, where your contributions will make a meaningful impact on our commitment to delivering unparalleled customer service and maintaining strong client relationships.

Requirements

• Proficiency in MS Office and Jira.
• Navigating technical intricacies, showcasing expertise in online troubleshooting.
• Superb written and verbal English communication skills.
• Precision multitasking, perfectly suited for our shift-based, hourly position (flexibility across days).
• Prior experience with working overnight / graveyard hours.
• Customer-centric experience through a friendly, patient demeanor.
• Self-motivation with a team-player ethos, accompanied by leadership potential.
• High emotional intelligence (EQ) to enhance workplace dynamics.
• Swift decision-making and a proactive approach to taking initiative.
• Thriving in fast-paced, deadline-oriented environments.
• Solutions-oriented mindset, complemented by meticulous attention to detail.
• Adapting seamlessly to diverse client corporate cultures.
• Crafting strategic plans with a focus on precise tactical execution.

Nice To Haves

• Previous experience in online gaming/gambling/sports betting (considered a significant advantage).
• Familiarity with customer fraud management practices (a definite asset).

Responsibilities

• Provide exceptional support through phone, live chat, and email, ensuring a positive customer experience.
• Address and resolve B2B issues with expertise, offering insights into our comprehensive range of services.
• Conduct daily monitoring to detect and prevent fraud across both B2C and B2B operations.
• Collaborate seamlessly with technology departments, both in-house and third-party, to address technical issues related to customers and products.
• Vigilantly monitor website availability and functionality, promptly alerting relevant parties to any performance or accessibility concerns.
• Assist customers in processing deposits and withdrawals, ensuring smooth financial transactions.
• Contribute to the testing process for new products and services, ensuring a seamless rollout.

Benefits

• Comprehensive PTO program
• Company-paid holidays
• Paid parental leave
• Extensive health, dental, and vision coverage
• Short-term and long-term disability insurance
• Life insurance
• Competitive 401(k) matching contributions
• Robust Supplemental Training Program, which includes training sessions and company-wide knowledge-sharing opportunities.
• Culture that values innovation and independence, celebrating success in a diverse and multicultural environment where you’ll collaborate with talented professionals from around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed