Player Support Analyst

Title: Player Support Analyst

Location: Fort Lauderdale United States

Job Description:

Information Systems

Help Desk / Technical Support

$ 18 - $ 20 / Hour

Akkodis is seeking a Player Support Analyst for a Contract with a client in Lauderdale, FL (Remote). The ideal candidate is responsible for delivering exceptional customer support, managing complex player inquiries, and ensuring timely resolution of accounts, payment, sportsbook, and technical issues.

Variable Shift Hours:

• Position 1: Wednesday to Sunday - Morning 6 AM to 3 PM EST

• Position 2: Saturday to Wednesday - Night 10 PM to 7 AM EST

• Position 3: Monday to Friday - Day 10 AM to 7 PM EST

• Position 4: Friday to Tuesday - Day 10 AM to 7 PM EST

• Position 5: Sunday to Thursday - Day 12 PM to 9 PM EST

• Position 6: Wednesday to Sunday - Day 12 PM to 9 PM EST

Rate Range: $18/hour to $20/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

Player Support Analyst Job Responsibilities include:

• Provide professional support to players through phone and email channels, resolving account, payment, sportsbook, gaming platform, and technical support issues.

• Manage customer cases from initial intake through final resolution, ensuring accurate documentation, timely updates, and proactive follow-up.

• Investigate complex player inquiries and collaborate with Fraud, Payments, Trading, Operations, and Technical Support teams to drive issue resolution.

• Utilize AI-powered support tools, knowledge management systems, and automated workflows to improve service quality and operational efficiency.

• Ensure compliance with company policies, security standards, responsible gaming requirements, and regulatory obligations during all customer interactions.

• Deliver exceptional customer experiences by applying strong problem-solving skills, maintaining professionalism, and handling sensitive situations with care and accountability.

Required Qualifications:

• High School Diploma, associate's degree, or bachelor's degree in business, Communications, Customer Service, Information Technology, Hospitality, or a related field.

• 2+ years of experience in Customer Support, Help Desk, Service Desk, Call Center, Player Support, or a customer-facing support environment.

• Strong experience handling customer inquiries through phone and email channels, with expertise in case management, ticketing systems, and issue resolution.

• Excellent communication, problem-solving, and multitasking skills, with experience using CRM/ticketing platforms and working in regulated, fast-paced environments; sportsbook, gaming, fintech, or payments support experience is preferred.

Pay Details: $18.00 to $20.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Ref: 1642769