Technical Support Agent at Arena Entertainment

Miami Beach, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Email Communication, Issue Resolution, Account Management, Gameplay Support, Transaction Support, Bonus Support, KYC Verification, Zendesk, Intercom, Back-office Tools, Attention To Detail, Proactive Mindset, Shift Work, Teamwork, English Communication

Industry

Entertainment

Description

About Us We’re a digital entertainment company creating engaging online platforms people love. Since 2021, we’ve been building something different. Our brands include MetaWin, WOW Vegas, BetZoo Media, and Rolla, with more launching in 2025! Operating from London, Malta, Gibraltar and Miami. About the role We’re looking for a team of Technical Support Agents to join our team in Miami beach. As a first point of contact for our players, you’ll be responsible for delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction. This is a shift-based role that requires flexibility and a sense of ownership. You’ll handle a variety of player inquiries across emails always ensuring empathy, accuracy, and compliance with internal procedures. Your responsibilities Provide fast, accurate, and friendly support to our players via email Investigate and resolve issues related to accounts, gameplay, transactions and bonuses. Educate players about available features, promotions, procedures. Assist with KYC verification processes Identify issues and flag them to relevant departments Collaborate with teammates and other departments to support service-level targets What we are looking for: Previous experience in customer support, ideally within iGaming, is desirable but not essential Tech-savviness is preferred, especially experience with email platforms such as Zendesk, Intercom, and back-office tools A good understanding of KYC and payment processes and tools would be an advantage Strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner. Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents A proactive mindset and willingness to take ownership of player issues from start to resolution A flexible, positive attitude and commitment to delivering a smooth and fair customer experience Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once A team player who communicates clearly with colleagues and supports collaboration across departments

Responsibilities

The Technical Support Agent will serve as the first point of contact for players, delivering exceptional service by handling inquiries via email, focusing on empathy, accuracy, and compliance. Responsibilities include investigating and resolving issues related to accounts, gameplay, transactions, and bonuses while educating players on platform features.