iGaming Support Specialist - Moorestown - Parx Bensalem

    Parx Bensalem
    Parx Bensalem Moorestown

    2 weeks ago

    Description
    • Serve as the voice of the brand and the frontline service representative for our online website and mobile applications.
    • Assist players with sports betting and general gambling terminology, including explaining sportsbook payouts and online wagering concepts.
    • Demonstrate proficiency across multiple device platforms, including PC, Mac, Android, and iOS.
    • Troubleshoot and multitask effectively across various communication channels such as email, live chat, and phone.
    • Support customers by explaining account security measures and player authentication procedures.
    • Manage customer inquiries and complaints from initial contact through resolution, consistently providing calm, professional, and high-quality service.
    • Assist with technical issues such as account creation, account verification, deposit and withdrawal processes, device compatibility, and geolocation concerns.
    • Maintain an understanding of online gaming regulations across multiple gaming jurisdictions.
    • Adhere to all policies and procedures to ensure accuracy and compliance.
    • Help players understand and troubleshoot promotional offers, bonuses, and loyalty program details.
    • Explain KYC requirements and document verification processes as needed.
    • Navigate efficiently between the player-facing interface and internal systems while handling multiple tasks.
    • Clearly communicate terms and conditions to players and ensure understanding.
    • Document actions taken by adding clear and accurate notes into the system.
    • Escalate issues appropriately, providing clear and detailed communication to managers and relevant departments.
    • Perform all other duties as assigned.
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