About workpinnacle
Welcome to workpinnacle, the trailblazer in North American iLottery solutions. Born in the digital age, workpinnacle has been at the forefront of transforming how players experience online lottery games. With a portfolio that spans cutting‑edge gaming systems, interactive content, and a comprehensive suite of player services, workpinnacle powers the most profitable iLottery programs across the continent. Our mission is simple yet powerful: to create the most intuitive, engaging, and rewarding iLottery experiences for players while driving sustainable revenue for public causes.
As a pioneer in the industry, workpinnacle has helped launch some of the first iLottery programs in the United States, setting the standard for innovation, reliability, and player satisfaction. Our technology is state‑of‑the‑art, our game content is top‑performing, and our services are designed to support regulated lotteries in delivering complex, compliant gaming solutions. Join a team that is shaping the future of the iLottery space and making a real difference in communities across North America.
Why workpinnacle?
- Innovation at the Core: We invest heavily in research and development to keep our platforms ahead of the curve.
- Impactful Work: Every ticket sold supports public programs, from education to health services.
- Growth & Development: We offer continuous learning, mentorship, and a clear career ladder.
- Inclusive Culture: Diversity, equity, and inclusion are woven into everything we do.
- Competitive Benefits: Health, dental, vision, life insurance, 401(k) matching, paid time off, profit sharing, and more.
Position Overview
We are seeking a dedicated Remote Customer Service Representative to become the voice of workpinnacle. In this role, you will provide top‑notch support across multiple channels—live chat, email, and telephone—to enhance the player experience. You will troubleshoot technical issues, answer product inquiries, and ensure every interaction reflects workpinnacle’s commitment to excellence.
Key Responsibilities
- Respond to inbound calls, live chat sessions, and emails with professionalism and empathy.
- Resolve technical issues related to workpinnacle’s mobile apps, web portals, and desktop platforms, following established protocols.
- Process account inquiries, product questions, and service requests accurately and efficiently.
- Communicate special marketing offers and VIP promotions to targeted players.
- Document and report service failures or customer concerns to the relevant teams.
- Maintain strict confidentiality of customer data in compliance with privacy regulations.
- Stay current on new features, updates, and procedural changes across workpinnacle’s product suite.
- Meet or exceed set performance metrics, including call handling time, resolution rate, and customer satisfaction scores.
- Participate in quarterly on‑site visits to workpinnacle headquarters for training and team building.
- Maintain a camera‑ready presence during virtual meetings and customer interactions.
- Promote workpinnacle’s values—innovation, integrity, and player focus—in every interaction.
Essential Qualifications
- High school diploma or equivalent; some college coursework preferred.
- Minimum of 2 years of inbound or support call center experience.
- At least 1 year of remote work experience with proven KPI achievement.
- Reliable high‑speed internet connection that passes workpinnacle’s speed test.
- Willingness to travel to workpinnacle headquarters quarterly.
- Camera‑ready setup for virtual interactions.
- Advanced proficiency with Windows, Microsoft Office, and common productivity tools.
- Strong troubleshooting skills for smartphones, tablets, and desktop applications.
- Excellent verbal, written, and interpersonal communication skills.
- High attention to detail and accuracy in data entry.
- Independent judgment, discretion, and initiative in the absence of direct supervision.
- Strong time‑management and organizational abilities.
- Previous technical support experience is a plus.
Preferred Qualifications
- Experience in the gaming or lottery industry.
- Knowledge of workpinnacle’s product ecosystem.
- Multilingual capabilities to serve a diverse player base.
- Familiarity with CRM systems and ticketing platforms.
- Demonstrated ability to handle high‑volume, fast‑paced environments.
Core Competencies & Skills
- Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
- Technical Aptitude: Quick learner