Customer Support Associate

1 month ago

Remote, Oregon, United States Jackpocket Full time

Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.

As a Customer Support Associate, you will serve as an expert resource for Jackpocket end users. You will handle incoming inquiries and requests across multiple channels with the goal of providing outstanding support and delivering the best customer experiences possible. The ideal candidate will have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels.

Responsibilities

  • Respond to all customer inquiries and support requests across multiple channels and ensure user's needs are met and issues are resolved
  • Manage ID verifications, ACH requests, chargebacks, and other day to day operational functions
  • Communicate with end users via phone, voicemail, in app and web messaging, email, and social media and ensure positive customer experiences
  • Collaborate across internal functions and external third parties to resolve complex issues
  • Continually build and maintain expert level product knowledge

Qualifications

  • Prior B2C high volume support experience
  • Proficiency with CS platforms such as Helpshift or Zendesk
  • Excellent communication skills both verbal and written
  • Bilingual proficiency in English and Spanish
  • Experience communicating with customers via social media, app store reviews, etc.
  • Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
  • Willing and able to work flexible and/or extended hours (evenings/ overnight)

The starting rate for this role is $28 per hour

This is a part-time non-exempt position eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is 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

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