Intralot is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.
*Must be available to work Nights and Weekends*
Education, Training and Experience
High school diploma or equivalent training and experience.
3 years customer service experience, preferably in a technical call center environment
Call tracking system experience
Outstanding verbal communication skills and a positive attitude
Relevant experience and/or knowledge in the Sports Betting or gaming industries.
Previous sales experience preferred
Knowledge, Skills and Abilities
Working knowledge of tracking software
Technical customer service skills
Basic computer skills, including Microsoft Word and Excel
Excellent telephone etiquette
Ability to handle being rejected and remain calm and collected
Strong analytic skills
Ability to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position
Ability to work in a team environment
Ability to troubleshoot
Ability to explain technical information to a non-technical client
Understanding of help desk operations, tools, methodologies and processes
Duties and Responsibilities
Under the direct supervision of the Call Center Manager, performs the following duties and responsibilities. Other miscellaneous duties may be assigned.
Handle Chat Support, Inbound calls and answer emails from customers.
Ensure high quality service for our customers, including escalation of issues as per our internal processes and procedures
Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
Engage potential customers in dialogue that open opportunities
Support and guide customers with all requests and escalating and following up when necessary.
Meet company expectation for excellent customer service
Maintain a friendly, professional tone at all times
Function as part of the team with sincere enthusiasm
Take relevant notes on all call for future use and enter into database
Employment Eligibility Verification
Must possess valid documentation to establish identity and U.S. employment eligibility.
Security Requirements
Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot. is a requirement of employment. A pre-employment drug screening is also a requirement.
Intralot, Inc is an Equal Opportunity Employer
INTRALOT, a public listed company established in 1992, is a leading gaming solutions supplier and operator active in 55 regulated jurisdictions around the globe. With €1.32 billion turnover and a global workforce of more than 5.300 employees in 2016, INTRALOT is a robust corporation uniquely positioned to offer to lottery and gaming organizations across geographies flexible, stable, and secure gaming products and services. INTRALOT handles an average of €23.4 bn of wagers per year and has installed and operates more than 300.000 of its proprietary terminals around the world.
INTRALOT has recently invested in a next-generation portfolio of products and services to support Lotteries’ modernization with digital solutions that focus on the players’ modern needs while offering entertainment experiences through all distribution channels, across all verticals (Lottery, Betting, Interactive, VLT). The new “All about the Player” product design strategy addresses modern consumer trends and harnesses IT potential for big data analytics and a personalized playing experience. INTRALOT adopted a global growth strategy designed around synergies with local partners that aims to expand our market penetration capacity and diversify our product portfolio in local markets.
As member of the UN Global Compact, INTRALOT is a global corporate citizen committed to sustainable development, and is an active proponent of the principles of responsible gaming, possessing the WLA responsible gaming framework certificate.
The company maintains the highest security certifications. It is the first international vendor in the gaming sector certified according to the World Lottery Association (WLA) Security Control Standard in 2012.
INTRALOT contributes decisively to the future developments of the industry being a member of the major Lottery and Gaming Associations around the globe, being, among others, Platinum Contributor of WLA and Premium Partner of European Lotteries.