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 www.brightstarlottery.com.
Responsibilities
Brightstar Lottery is seeking a Call Center Associate to join our Rhode Island team. This is a remote (home-based) position, but candidates must reside within the state of Rhode Island. The first week of training will take place at Brightstar Lottery’s West Greenwich office. Associates provide assistance and basic troubleshooting support for Brightstar Lottery equipment and systems. This is not a sales position. Remote employees must have a high-speed internet connection with a hard-wired setup and a quiet, secure workspace. Brightstar Lottery will provide a desktop or laptop, monitor(s), and accessories. The Call Center operates on two shifts (1st and 2nd) with paid shift differentials for qualifying hours. Weekend availability (Saturday and/or Sunday) is required.
Qualifications
- Answer inbound calls from lottery retailers across multiple jurisdictions.
- Assist with equipment issues, supply requests, and game information.
- Collaborate with internal departments to resolve issues.
- Diagnose and troubleshoot terminal equipment problems.
- Defuse tense situations and escalate when necessary.
- Use knowledge base for accurate information and troubleshooting.
- Document each contact in the CRM system with detailed notes.
- Deliver consistently outstanding customer service.
- High school diploma or equivalent.
- 1+ year of customer service experience (call center or similar).
- Basic computer and data entry skills.
- Strong listening and communication skills.
- Clear written and verbal communication.
- Flexibility with shift availability.
Preferred:
- Experience in IT Help Desk or End User Support.
- Familiarity with technical manuals and basic IT troubleshooting.
- Understanding of call center metrics and systems.
Success Profile
• Leading Complexity
• Leading People
• Leading the Business
• Leading Self
Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.
