Customer Support Agent (Night Shift)

The Job in a Nutshell

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.

A Sneak Peek into Your Role

• 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.

You’re good at

• Demonstrating proficiency in MS Office and Jira.

• Navigating technical intricacies, showcasing expertise in online troubleshooting.

• Exhibiting superb written and verbal English communication skills.

• Excelling in precision multitasking, perfectly suited for our shift-based, hourly position (flexibility across days).

• Prior experience with working overnight / graveyard hours.

• Delivering a customer-centric experience through a friendly, patient demeanor.

• Balancing self-motivation with a team-player ethos, accompanied by leadership potential. Applying 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. Approaching challenges with a 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.

• Bringing previous experience in online gaming/gambling/sports betting (considered a significant advantage).

• Demonstrating familiarity with customer fraud management practices (a definite asset).

Think of this job ad as more of a friendly guide than a rigid 'must-have' list. We're well aware that no one will tick all the boxes, so feel free to apply even if you're not a perfect match – we love close matches too!

Our benefits, Your happiness

• Recharge with our comprehensive PTO program and company-paid holidays, ensuring you have time to rest and recharge.

• Enjoy peace of mind with our paid parental leave, supporting you through the joys of parenthood.

• Prioritize your well-being with extensive health, dental, and vision coverage.

• Benefit from financial security through our short-term and long-term disability insurance, as well as life insurance.

• Plan for your future with our competitive 401(k) matching contributions.

• Enhance your professional growth with our robust Supplemental Training Program, which includes training sessions and company-wide knowledge-sharing opportunities.

• Thrive in a 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.

Compensation & Schedule

• Salary: $20.00 hourly base rate + $3.00 per hour graveyard shift differential

• Graveyard Schedule: 11:00PM - 8:00AM Friday through Tuesday (Wednesday & Thursday OFF)

Recruitment flow

• Phone Screen - Interview & Testing - Second Interview - Offer

• Start date: ASAP

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are!

Location

Must live in Las Vegas, Nevada