Experienced Customer Support Associate – Mobile Lottery App Support

At arenaflex, we're revolutionizing the $300B global lottery market by modernizing it 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 the success of our mobile platform.

About arenaflex

arenaflex is a leading innovator in the mobile lottery industry, committed to providing a secure, user-friendly, and responsible way to play the lottery. Our mission is to make playing the lottery a fun and enjoyable experience for everyone, including grandma. We're passionate about creating a positive impact on our customers' lives and are dedicated to building a team of talented and passionate individuals who share our vision.

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 that user needs are met and issues are resolved. If you're an outgoing and customer-focused individual with excellent communication skills and experience with support platforms and social media channels, we'd love 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, and ensure that user needs are met and issues are resolved.

• Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions.
• Communicate with end users in a positive and professional manner, ensuring that their experiences are exceptional.
• Collaborate across internal functions and external third parties to resolve complex issues.
• Continually build and maintain expert-level product knowledge to provide accurate and up-to-date information to customers.
• Participate in training and development programs to stay up-to-date on new products, features, and technologies.
• Work flexible and/or extended hours, including evenings and overnight shifts, as needed.

Qualifications

* Prior B2C high-volume support experience, preferably in the customer support or service industry.

• Proficiency with customer support platforms such as Helpshift or Zendesk.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers, colleagues, and external partners.
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers who speak these languages.
• 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, as needed.

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and external partners.

• Strong problem-solving and analytical skills, with the ability to resolve complex issues and provide accurate and up-to-date information to customers.
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction and experience.
• Strong technical skills, including proficiency with customer support platforms, social media, and other online channels.
• Ability to learn and adapt quickly to new products, features, and technologies.
• Strong attention to detail and organizational skills, with the ability to manage multiple priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Associate, you'll have the opportunity to:

• Participate in training and development programs to stay up-to-date on new products, features, and technologies.
• Collaborate with internal functions and external partners to resolve complex issues and improve customer experiences.
• Contribute to the development of new products and features, and provide feedback and suggestions to improve our mobile platform.
• Work with a talented and passionate team of individuals who share our vision and are committed to delivering exceptional customer experiences.

Work Environment and Company Culture

arenaflex is a remote-friendly company, with a flexible and dynamic work environment that allows our employees to work from anywhere. We're committed to providing a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:

• Customer focus: We're committed to delivering exceptional customer experiences and ensuring that our customers are satisfied with our products and services.
• Innovation: We're passionate about innovation and are committed to developing new products and features that meet the evolving needs of our customers.
• Collaboration: We believe in the power of collaboration and are committed to working together as a team to achieve our goals and deliver exceptional customer experiences.
• Integrity: We're committed to acting with integrity and transparency in all our interactions with customers, colleagues, and external partners.

Compensation, Perks, and Benefits

The starting rate for this role is $28 per hour, with opportunities for overtime and bonuses. We offer a range of benefits and perks, including:

• Flexible and remote work arrangements.
• Comprehensive training and development programs.
• Opportunities for career growth and advancement.
• Competitive compensation and benefits package.
• Access to cutting-edge technology and tools.
• Collaborative and dynamic work environment.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and 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 [insert contact information]. Apply for this job