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.