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Brightstar Lottery is seeking a Call Center Associate to join our Rhode Island team. This is a remote (home-based) position, but candidates must reside within the state of Rhode Island. The first week of training will take place at Brightstar Lottery’s West Greenwich office. Associates provide assistance and basic troubleshooting support for Brightstar Lottery equipment and systems. This is not a sales position. Remote employees must have a high-speed internet connection with a hard-wired setup and a quiet, secure workspace. Brightstar Lottery will provide a desktop or laptop, monitor(s), and accessories. The Call Center operates on two shifts (1st and 2nd) with paid shift differentials for qualifying hours. Weekend availability (Saturday and/or Sunday) is required.
Job Responsibility:
Answer inbound calls from lottery retailers across multiple jurisdictions
Assist with equipment issues, supply requests, and game information
Collaborate with internal departments to resolve issues
Diagnose and troubleshoot terminal equipment problems
Defuse tense situations and escalate when necessary
Use knowledge base for accurate information and troubleshooting
Document each contact in the CRM system with detailed notes
Deliver consistently outstanding customer service
Requirements:
High school diploma or equivalent
1+ year of customer service experience (call center or similar)
Basic computer and data entry skills
Strong listening and communication skills
Clear written and verbal communication
Flexibility with shift availability
Nice to have:
Experience in IT Help Desk or End User Support
Familiarity with technical manuals and basic IT troubleshooting