T3 Support Agent
On-siteCharleston, South Carolina, United States
Job Summary
Investigate and resolve complex escalated player cases involving account security, sensitive impacts, and policy interpretation. Document root cause findings and operational risks for Quality, Training, and Operations teams while applying judgement where standard guidance is insufficient. Maintain audit-ready records and collaborate with internal stakeholder teams to strengthen support models through trend analysis and process improvement. This senior role supports the highest complexity cases within a confidential gaming programme, requiring strong investigation skills and the ability to translate complex issues into clear recommendations.
Required Qualifications
- Strong experience in player support, technical support, trust and safety, account support, or complex customer operations
- Excellent investigation, documentation, and judgement skills
- Ability to work through sensitive or high-impact player issues calmly
- Confidence collaborating with support leadership and specialist teams
- Ability to translate complex issues into clear actions and recommendations
- Strong understanding of escalation discipline and operational risk
Desired Qualifications
- Experience supporting quality, training, or process improvement activity
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