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Customer Support Associate | Jackpocket | $28-$28 | Remote (US)

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<p>Jackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We’re creating a more convenient, fun, and responsible way to play the lottery by modernizing the $300B global lottery market with a mobile platform that everyone, including grandma, can feel good about.</p> <p>As a Customer Support Associate, you will serve as an expert resource for Jackpocket end users. You will handle incoming inquiries and requests across multiple channels with the goal of providing outstanding support and delivering the best customer experiences possible. The ideal candidate will have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels. </p> <p><strong>Responsibilities</strong></p> <ul class="wp-block-list"> <li>Respond to all customer inquiries and support requests across multiple channels and ensure user’s needs are met and issues are resolved</li> <li>Manage ID verifications, ACH requests, chargebacks, and other day to day operational functions</li> <li>Communicate with end users via phone, voicemail, in app and web messaging, email, and social media and ensure positive customer experiences</li> <li>Collaborate across internal functions and external third parties to resolve complex issues</li> <li>Continually build and maintain expert level product knowledge</li> </ul> <p><strong>Qualifications</strong></p> <ul class="wp-block-list"> <li>Prior B2C high volume support experience </li> <li>Proficiency with CS platforms such as Helpshift or Zendesk</li> <li>Excellent communication skills both verbal and written</li> <li>Bilingual proficiency in English and Spanish</li> <li>Experience communicating with customers via social media, app store reviews, etc.</li> <li>Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)</li> <li>Willing and able to work flexible and/or extended hours (evenings/ overnight)</li> </ul> <p>The starting rate for this role is $28 per hour</p> <p>This is a part-time non-exempt position eligible for overtime under FLSA requirements. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Jackpocket is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact <a target="_blank" rel="noreferrer noopener" href="mailto:hr@jackpocket.com">hr@jackpocket.com</a>.</p> <p>#BI-Remote</p> <p>#LI-Remote</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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