Senior Customer Support Agent

2 weeks ago

Dublin, Dublin City, Ireland Premier Lotteries Ireland Full time
Basic Function & Purpose of the Role

Job Title Senior Customer Support Agent
Department Core Operations
Reporting to Customer Support Team Leader
Date completed/ May 2023


Want to spend your days dreaming up ways to provide fun and entertainment to the people of Ireland, whilst supporting a host of good causes? Then the National Lottery could be the place for you.

We are only able to keep offering exciting and life-changing lottery games thanks to our diverse and multi-skilled team.

We're always looking for positive and energetic people to join us and share in our vision to make dreams come true.

We are only able to keep offering exciting and life-changing lottery games thanks to our diverse and multi-skilled team.

We're always looking for positive and energetic people to join us and share in our vision to make dreams come true.


Based right in the centre of Dublin, this role will involve shift work and our opening hours are 8am -8pm Monday to Sundays.


Purpose of the Role:
As one of our Senior Customer Support Agents you will be the voice and image of the National Lottery.

You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games.

Some of the great stuff you will be doing with us is:

Customer Support queries via phone and online channels from retail agents, online players, and retail players.
Provide technical support to Retail agents and online players.
Diagnose customer issues by asking probing questions.
Work with internal and external customers to resolve issues with a high level of customer service and excellence.
Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges.
Suggest process improvements to enhance the customer experience
Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.
Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).
Exceeding KPI/SLA's on a continuous and daily basis.
Case Managment of complex situations including outreach and follow-up by email and phone
Integrating regulatory constraints into work practices to ensure compliance is maintained
Any other duties that may be assigned from time to time

Desired Skills and Abilities:
Customer Service focused candidates with previous experience in a Customer Support environment.

A desire to learn, develop and progress in a career.
Excellent communication both written and verbal.
High attention to detail, with an emphasis on compliance.
Inquisitive nature, with an ability to find the root cause of customer issues and queries.
Ability to multitask, prioritise, and manage time effectively
Ability to highlight trends and issues.
Experience of Zendesk CRM systems would be advantageous.
Being a team player with the ability to work on your own initiative

About us


Premier Lotteries Ireland DAC (PLI) is the operator of the Irish National lottery having been awarded a 20-year license by the Irish Government in November 2014.

We are committed to delivering our core purpose, to operate a responsible and world-class lottery for the people of Ireland, raising much needed Good Cause funds for the benefit of local communities throughout Ireland.

Located in Abbey Street in the heart of Dublin, PLI is run by an experienced Irish based management team led by our CEO Andrew Algeo.

Life At National Lottery


Want to spend your days dreaming up ways to provide fun and entertainment to the people of Ireland, whilst supporting a host of Good Causes? Then the National Lottery could be the place for you.

We're always looking for positive and energetic people to join us and share in our vision to make dreams come true.

Why us?


At the National Lottery, we put our people first by cultivating a culture and environment that allows people to be at their best Check out the benefits and initiatives we provide to our staff here.

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