{"id":1283587,"url":"https://alion.io/job/supportservicesgroup-jam-chat-and-voice","title":"JAM Chat and Voice","company":{"id":2670795,"name":"Supportservicesgroup","domain":"supportservicesgroup.co","url":"https://alion.io/company/supportservicesgroup","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kingston, Jamaica"],"countries":["JM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-10T17:45:42Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-11-04T13:43:55Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"About the Role\nThe Customer Service Agent is responsible for delivering exceptional customer support to Digital customers through live chat, email, and telephone channels. This role serves as the primary point of contact for customers seeking assistance with account access and verification, deposits and withdrawals, sports betting activity, wager settlement, promotions, loyalty program and general account inquiries. The ideal candidate demonstrates strong communication skills, attention to detail, problem-solving abilities, and a commitment to providing positive customer experience while adhering to regulatory and company policies.\nKey Responsibilities\nCustomer Support\nRespond to customer inquiries through live chat, email, and inbound phone calls in a professional, timely, and courteous manner. \nProvide accurate information regarding account features, products, policies, and procedures. \nDeliver high-quality customer service while maintaining productivity and service level expectations. \nBuild customer confidence and loyalty and retention through effective issue resolution and positive interactions. \nAccount Access & Verification\nAssist customers with account login issues, password resets, account verification, and multi-factor authentication concerns. \nSupport customers with Know Your Customer (KYC) and identity verification processes. \nInvestigate and resolve account restrictions, suspensions, and security-related inquiries. \nEscalate complex account security issues to the appropriate department when necessary. \nPayments & Transactions\nAssist customers with deposits, withdrawals, payment processing, and transaction inquiries. \nExplain payment methods, processing timelines, and applicable account requirements. \nResearch and resolve payment-related issues while ensuring compliance with company policies and regulatory requirements.Required Qualifications\nHigh school diploma or equivalent required.\nPrevious customer service, contact center, or support experience preferred.\nStrong verbal and written communication skills.\nAbility to handle customer interactions across chat, email, and phone channels.\nStrong problem-solving and analytical skills.\nAbility to multitask and navigate multiple systems simultaneously.\nProficiency with Microsoft Office and customer service software platforms.\nAbility to work flexible schedules, including evenings, weekends, and holidays as needed.\nPreferred Qualifications\nExperience in online gaming, sports betting, casino operations, fintech, or related industries.\nKnowledge of sports betting terminology, wager types, and settlement procedures.\nExperience handling payment processing and account verification inquiries.\nFamiliarity with CRM and ticketing systems.\nKey Competencies\nCustomer Focus\nEffective Communication\nProblem Solving\nAttention to Detail\nAdaptability\nTeamwork\nTime Management\nConflict Resolution\nRegulatory Compliance\nProfessionalism\nWorking Conditions\nFast-paced contact center environment.\nHigh volume of customer interactions across multiple communication channels.\nPerformance measured through quality, productivity, customer satisfaction, and compliance metrics.Sports Betting Support\nAnswer customer questions regarding sportsbook functionality, wagering options, and bet placement.\nExplain bet types, betting rules, and sportsbook procedures.\nInvestigate and communicate outcomes related to wager settlement, grading, and betting discrepancies.\nAssist customers in understanding betting activity and account history.\nPromotions & Bonuses\nEducate customers on current sportsbook promotions, bonuses, rewards, and eligibility requirements.\nAssist customers with promotional opt-ins, bonus usage, and promotional-related inquiries.\nReview and explain promotional terms and conditions.\nResolve issues related to bonus credits, free bets, and promotional rewards.\nDocumentation & Compliance\nAccurately document customer interactions, resolutions, and follow-up actions in customer management systems.\nAdhere to all company policies, gaming regulations, responsible gaming standards, and data privacy requirements.\nIdentify and escalate potential fraud, security concerns, or regulatory issues.\nMaintain confidentiality of customer information at all times.Qualifications & SkillsSoft Skills & Customer Commitment\nSuccessful candidates demonstrate exceptional interpersonal and customer service skills, with the ability to build rapport and maintain professionalism during every interaction.\nThe role requires strong multitasking abilities, including managing multiple customer conversations simultaneously across chat, email, and phone channels while accurately documenting account activity and navigating several systems.\nAgents are expected to take full ownership of customer cases from initial contact through resolution, ensuring timely follow-up, clear communication, and seamless customer experience.\nA proactive mindset and commitment to going above and beyond for customers are essential, including anticipating customer needs, identifying solutions, and seeking opportunities to enhance satisfaction and 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