Call Center Associate I

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit Leader in Lottery Solutions | Brightstar LotteryDiscover Brightstar Lottery, the global leader in lottery innovation. Safe, secure, and engaging solutions that benefit communities and meet player needs.

Overview

As a Call Center Associate I, you will support Brightstar Lottery's retailer support operations by providing exceptional customer service, troubleshooting lottery equipment issues, responding to inquiries, and ensuring accurate documentation of customer interactions. You will serve as a key point of contact for lottery retailers while helping deliver timely resolutions and a positive customer experience. This role will be work remotely.

What You'll Do

• Respond to inbound calls from lottery retailers regarding equipment issues, supply requests, and game information
• Coordinate with internal departments to facilitate issue resolution and customer support
• Diagnose terminal and equipment-related concerns and implement appropriate troubleshooting actions
• Escalate complex situations when required to ensure timely and effective resolution
• Utilize internal knowledge resources to provide accurate information and guidance
• Document customer interactions, issues, resolutions, and call details within CRM systems
• Deliver professional and customer-focused service during every interaction
• Perform other duties as assigned

What You'll Bring

• High school diploma or equivalent
• Background in customer service, call center operations, or a related support environment preferred
• Competency using computers, business applications, and data entry systems
• Proven verbal and written communication skills with a strong customer service orientation
• Capacity to troubleshoot issues, multitask, and work effectively in a fast-paced environment
• Flexibility to support a 24/7 customer service operation, including weekends and holidays
• Home-office readiness with reliable high-speed internet and a dedicated workspace
• Ability to read, write, and communicate effectively in English is required

What Will Make You Stand Out

• Experience supporting technical products, equipment, or troubleshooting environments
• Familiarity with CRM platforms and customer support systems
• Exposure to gaming, lottery, retail, or regulated industries
• Knowledge of remote customer service best practices
• Track record of successfully managing high call volumes while maintaining quality standards
• Demonstrated ability to de-escalate challenging customer situations

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

#LI-RQ #LI-REMOTE

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range for this role is $43,680 – $46,800. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is one part of our Total Rewards program. Non-exempt roles are eligible for irregular discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, identity theft insurance. Note: programs are subject to eligibility requirements.

Immigration sponsorship is not available for this role.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.