[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

Akkodis is a global digital engineering and smart industry company delivering consulting, engineering, AI, data, and technology solutions. It was founded in 1968, and is headquartered in Zug, Zug, CHE, with a workforce of 10001+ employees. Its website is https://www.akkodis.com.

Company H1B Sponsorship

Akkodis has a track record of offering H1B sponsorships, with 47 in 2026, 141 in 2025, 121 in 2024, 67 in 2023. Please note that this does not guarantee sponsorship for this specific role.