Customer Support Agent

National Lottery; Dublin; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Discounted gym membership

Eyesite tests

Flu vaccinations

Paid sick benefit

Wellbeing initiatives

In-house training

Job summary

National Lottery in Dublin is hiring a Customer Support Agent to be the voice and image of the brand. You will handle queries from retail agents and online players, provide technical support, and diagnose issues with a strong focus on service quality.

This hybrid, Dublin City Centre role requires shift work 8am–9pm, including public holidays. You will learn our bespoke systems, gain IT knowledge, and collaborate across IT Support, Digital and Operations to exceed KPIs.

Qualifications

• Customer service experience in a support environment.
• Excellent written and verbal communication.
• Detail-oriented with compliance focus.
• Proactive problem solving and root-cause analysis.

Responsibilities

• Handle customer queries via phone and online channels.
• Provide technical support to retailers and players.
• Diagnose issues by asking targeted questions.
• Collaborate with internal/external teams to resolve problems.
• Identify trends and communicate with the team lead.
• Learn bespoke systems and build IT knowledge.
• Work cross-functionally across the business.
• Aim to exceed KPI/SLA targets daily.

Skills

Customer service

Communication

Attention to detail

Problem solving

Zendesk

Tools

Zendesk

Job description

About the role

As one of our Customer Support Agents you will be the voice and image of the National Lottery. You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games. This ahybridrole is based right in Dublin City Centre, this role will involve shift work and our opening hours are 8am-9pm Monday to Sundays including Public Holidays.

What you will do

• Customer Support queries via phone and online channels from retail agents, online players, and retail players.
• Provide technical support to Retail agents and online players.
• Diagnose customer issues by asking probing questions.
• Work with internal and external customers to resolve issues with a high level of customer service and excellence.
• Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges.
• Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.
• Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).
• Exceeding KPI/SLA’s on a continuous and daily basis.
• Integrating regulatory constraints into work practices to ensure compliance is maintained
• Any other duties that may be assigned from time to time

What we are looking for

• Customer Service focused candidates with previous experience in a Customer Support environment.
• A desire to learn, develop and progress in a career.
• Excellent communication both written and verbal.
• High attention to detail, with an emphasis on compliance.
• Inquisitive nature, with an ability to find the root cause of customer issues and queries.
• Experience of Zendesk CRM systems would be advantageous.
• Being a team player with the ability to work on your own initiative.

Why you will love working here

• Work-life balance: Hybrid working model, Full range of leave entitlements, Career Breaks and Secondments
• Physical Wellbeing: Discounted gym membership, Eyesite tests, Flu Vaccinations, Paid sick benefit, wellbeing initiatives
• Financial Wellbeing: Competitive salary, Defined contribution pension, Income protection 1:1 financial advice.
• Learning & Development: We promote a culture where you can continuously develop on a personal and professional basis. These include access to 24/7 resources such as: In-House Training Programme, Go1 Learning Content, Irish Management Institute, The Executive Institute