Hybrid Customer Support & Tech Help 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

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.