Call Center Associate I - Lottery (Home/Remote, RI)

Location: Requisition ID: 19634 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 .Global 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. Responsibilities WHO IS BRIGHTSTAR? Brightstar is a leading lottery company with a strong U.S. presence and global reach. We deliver secure technology, retail and digital solutions, and award-winning games that help lotteries serve their players and communities. With around 6,000 employees worldwide, we’re proud to support meaningful work that makes a difference. YOUR ROLE IN THE BRIGHTSTAR UNIVERSE: 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. 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. Qualifications YOUR STAR QUALITIES Required: 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. YOUR BRIGHTSTAR BENEFITS - We believe great work deserves great rewards. Here’s a glimpse of the benefits that help our team shine (all benefits mentioned are subject to policy and eligibility requirements): 10% shift differential for qualifying 2nd shift hours Medical benefits starting Day 1 12 paid holidays + 2 floating holidays annually 3 weeks paid vacation per year (prorated first year) 401(k) with employer match, 100% vested Day 1 Company-paid parental leave, life insurance, short- and long-term disability Gym membership reimbursement Free identity theft protection Tuition reimbursement Success Profile • Leading Complexity • Leading People • Leading the Business • Leading Self #LI-NA1 #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 $18 – $22.50. 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, and 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.