Customer Support Agent

Permanent employee, Full-time · Abbey Street

Basic Function & Purpose of the Role
Job Title                                                    Customer Support Agent  
Department                                               Core Operations  
Reporting to                                             Customer Support Team Lead 

Purpose of the Role:  
As one of our Customer Support Agents you will be the voice and image of the National Lottery. You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games.  
Main Tasks 
◾ Customer Support queries via phone and online channels from retail agents, online players, and retail players. 
◾ Provide technical support to Retail agents and online players. 
 ◾ Diagnose customer issues by asking probing questions.  
◾ Work with internal and external customers to resolve issues with a high level of customer service and excellence.  
◾ Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges. 
◾ Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.  
◾ Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).  
◾ Exceeding KPI/SLA’s on a continuous and daily basis.  
◾Integrating regulatory constraints into work practices to ensure compliance is maintained 
◾ Any other duties that may be assigned from time to time 
Desired Skills and Abilities:  
◾ Customer Service focused candidates with previous experience in a Customer Support environment.  
◾ A desire to learn, develop and progress in a career.  
◾ Excellent communication both written and verbal.  
◾ High attention to detail, with an emphasis on compliance.  
◾ Inquisitive nature, with an ability to find the root cause of customer issues and queries. 
 ◾ Experience of Zendesk CRM systems would be advantageous.  
◾ Being a team player with the ability to work on your own initiative. 
Based right in the centre of Dublin, this role will involve shift work and our opening hours are 8am -9pm Monday to Sundays including Public Holidays. 
 At National Lottery we promote a positive working environment where people feel valued and supported, championing diversity to build an inclusive culture. We believe that this diversity builds a stronger organisation and is in keeping with our core values of being Open, Ambitious, Reliable, and Generous. Our policy, therefore, is to provide equal employment opportunities for all applicants and employees. This means that we comply with all applicable human rights and employment legislation, and we do not discriminate in any aspect of employment. We believe that our workforce should be representative of our diverse population, and we are committed to reducing barriers to enable those from marginalised communities access our opportunities.
About us
Premier Lotteries Ireland DAC (PLI) is the operator of the Irish National lottery having been awarded a 20-year license by the Irish Government in November 2014. We are committed to delivering our core purpose, to operate a responsible and world-class lottery for the people of Ireland, raising much needed Good Cause funds for the benefit of local communities throughout Ireland. Located in Abbey Street in the heart of Dublin, PLI is run by an experienced Irish based management team led by our CEO Andrew Algeo.

Life At National Lottery

Want to spend your days dreaming up ways to provide fun and entertainment to the people of Ireland, whilst supporting a host of Good Causes? Then the National Lottery could be the place for you. We’re always looking for positive and energetic people to join us and share in our vision to make dreams come true.

Why us?

At the National Lottery, we put our people first by cultivating a culture and environment that allows people to be at their best! Check out the benefits and initiatives we provide to our staff here.

We are looking forward to hearing from you!
Thank you for your interest in PLI. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to

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