Experienced Customer Support Associate – Mobile Lottery App Support

At arenaflex, we're revolutionizing the $300B global lottery market with a mobile platform that's convenient, fun, and responsible. Our mobile lottery app, Jackpocket, offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. As a Customer Support Associate, you'll play a vital role in delivering exceptional customer experiences and ensuring our users have a seamless and enjoyable experience with our app.

About arenaflex

arenaflex is a leading innovator in the mobile lottery industry, committed to modernizing the way people play the lottery. Our mission is to provide a safe, secure, and enjoyable experience for our users, while also promoting responsible gaming practices. We're a dynamic and fast-paced company that values innovation, teamwork, and customer satisfaction.

Job Summary

As a Customer Support Associate, you'll serve as an expert resource for arenaflex end users, handling incoming inquiries and requests across multiple channels. You'll be responsible for providing outstanding support, delivering exceptional customer experiences, and ensuring user needs are met and issues are resolved. If you're passionate about delivering top-notch customer support and have a knack for problem-solving, we want to hear from you!

Responsibilities

* Respond to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, to ensure user needs are met and issues are resolved.

• Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to ensure seamless customer experiences.
• Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media to ensure positive customer experiences and resolve issues efficiently.
• Collaborate with internal functions and external third parties to resolve complex issues and provide exceptional customer support.
• Continuously build and maintain expert-level product knowledge to provide accurate and timely support to our users.
• Participate in ongoing training and development to stay up-to-date with arenaflex products and services.

Qualifications

* Prior B2C high-volume support experience, preferably in the gaming or financial services industry.

• Proficiency with customer support platforms such as Helpshift or Zendesk.
• Excellent communication skills, both verbal and written, with the ability to communicate complex information in a clear and concise manner.
• Bilingual proficiency in English and Spanish, with the ability to communicate with customers in their preferred language.
• Experience communicating with customers via social media, app store reviews, and other online channels.
• Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other payment-related issues.
• Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts.

Essential Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to build rapport with customers and resolve issues efficiently.

• Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong attention to detail, with the ability to maintain accurate records and resolve issues efficiently.
• Ability to work collaboratively with internal functions and external third parties to resolve complex issues.
• Strong analytical skills, with the ability to analyze data and provide insights to improve customer support processes.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a Customer Support Associate, you'll have access to ongoing training and development programs, including:

• Ongoing training and development to stay up-to-date with arenaflex products and services.
• Opportunities for career advancement, including promotions to senior support roles or other departments within the company.
• Access to industry-leading tools and technologies, including customer support platforms and payment processing systems.
• Collaborative and dynamic work environment, with opportunities to work with cross-functional teams and external partners.

Work Environment and Company Culture

arenaflex is a remote-friendly company, with a flexible and dynamic work environment. As a Customer Support Associate, you'll have the opportunity to work from home or a remote location, with access to industry-leading tools and technologies. Our company culture is built on a foundation of innovation, teamwork, and customer satisfaction, with a focus on delivering exceptional customer experiences and promoting responsible gaming practices.

Compensation, Perks, and Benefits

As a Customer Support Associate, you'll receive a competitive hourly rate of $28 per hour, with opportunities for overtime and bonuses. arenaflex also offers a range of benefits, including:

• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) retirement plan, with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Access to industry-leading tools and technologies, including customer support platforms and payment processing systems.
• Collaborative and dynamic work environment, with opportunities to work with cross-functional teams and external partners.

How to Apply

If you're passionate about delivering top-notch customer support and have a knack for problem-solving, we want to hear from you! To apply for the Customer Support Associate role, please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact [insert contact information]. Apply for this job