[Remote] Customer Support Analyst
Note: The job is a remote job and is open to candidates in USA. Akkodis is seeking a Customer Support Analyst for a contract position supporting players in a sportsbook and gaming environment. The role serves as the primary contact for customer inquiries involving accounts, payments, technical issues, and gaming platforms, using AI-enabled tools and workflows to resolve complex cases while coordinating with operational teams.
Responsibilities
- The Player Support Analyst serves as the primary point of contact for players requiring assistance with sportsbook, gaming platform, account, payment, and technical issues
- Working within an AI-first support environment, the analyst leverages AI-powered tools, knowledge systems, and automated workflows to deliver exceptional customer experiences while maintaining complete ownership of cases through resolution
- This role focuses on complex inquiries that require critical thinking, customer empathy, regulatory awareness, and coordination across multiple operational teams
Skills
- • 2+ years of customer support, help desk, service desk, call center, or player support experience
- • Experience resolving customer issues through phone and email channels
- • Strong written and verbal communication skills
- • Experience using ticketing or CRM platforms
- • Ability to multitask in a fast-paced environment
- • Strong problem-solving and analytical abilities
- • Comfortable working with AI-enabled tools and technology
- • Sportsbook, gaming, casino, betting, or fintech support experience
- • Experience with Jira Service Management or similar platforms
- • Knowledge of payment processing and fraud-related procedures
- • Familiarity with knowledge management systems and ITSM processes
- • Experience supporting regulated environments
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Additional voluntary benefits
- Employee Assistance Program (EAP)
- Commuter benefits
- 401(k) plan
- Paid leave, including Paid Sick Leave or any other paid leave required by Federal, State, or local law, where eligible
- Holiday pay where applicable
Company Overview
Company H1B Sponsorship