As a Customer Support Agent, you’ll play a key role in ensuring our retail sports betting shops run smoothly and efficiently. You’ll be the first point of contact for shop staff, providing real-time support on technical issues, betting platform inquiries, customer transactions, and operational procedures. Your focus will be on delivering prompt, knowledgeable, and friendly assistance to ensure a seamless customer experience in every shop.
- Provide first-line support
to retail betting shops via phone, chat, and email.
- Troubleshoot and resolve technical, operational, and transactional issues in real time.
- Support shop teams with betting terminal functionality, system updates, and network connectivity.
- Log, track, and escalate incidents to the IT or Operations teams as needed.
- Monitor system performance and report irregularities or outages.
- Assist with account verification, ticket validation, and settlement queries.
- Maintain up-to-date knowledge of company sports betting products, odds formats, promotions, and procedures.
- Collaborate with field operations, risk, and customer service teams to ensure consistent support.
- Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.
- Deliver service excellence in line with company standards and compliance requirements.
- Qualifications & Experience
- Previous experience in customer support, retail operations, or IT helpdesk, ideally within the sports betting or gaming industry.
- Strong understanding of sports betting systems, odds, and retail betting processes.
- Excellent communication and problem-solving skills.
- Ability to multi-task and stay calm under pressure in a fast-paced environment.
- Basic technical knowledge of POS systems, terminals, and network troubleshooting.
- Proficiency in MS Office and ticket management tools (e.g., Jira, Zendesk).
- Flexibility to work shifts, weekends, and public holidays as required.
- Key Competencies
- Customer-focused mindset
- Attention to detail
- Team collaboration
- Initiative and accountability
- Adaptability and resilience
- Strong analytical and troubleshooting ability
- Languages: German (ideally native speaker), English, Danish would be an asset.
