Call Center Associate I

Location:

Port of Spain, TT, __

Requisition ID: 19299

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.

Job Summary:

The Customer Service Support I role is a frontline position focused on delivering reliable, respectful, and timely support to retailers and agents within a fast-paced call centre environment. This role works closely with field service and internal teams to manage customer inquiries, complaints, and service requests, ensuring issues are accurately logged, followed up, and resolved efficiently. The position plays a key role in strengthening customer trust, supporting field operations, and contributing to a positive service experience that reflects a commitment to inclusion, teamwork, and continuous improvement.

Key Responsibilities:

Provide first-level customer and helpdesk support to retailers and agents, accurately logging all interactions, issues, and requests in the Cadence system.
Monitor and manage assigned and dispatch queues to ensure cases are prioritized, progressed, and resolved within expected timelines.
Deliver courteous, attentive, and solutions-focused service through inbound and outbound calls, emails, and follow-up communications.
Troubleshoot service issues where possible and coordinate with Field Service Technicians when on-site support or escalation is required.
Keep customers informed by providing clear updates on service status, technician arrival times, and next steps.
Build rapport and trust with customers by handling complaints with empathy, professionalism, and a strong commitment to resolution.
Liaise closely with field service and merchandising teams to support timely equipment movements, stock delivery, and distribution of marketing materials.
Conduct courtesy and follow-up calls with recurring or high-impact customers to support service improvement and relationship building.
Ensure all equipment placements, removals, and service outcomes are accurately updated in internal systems.
Prepare clear, concise, and accurate written documentation, notes, and reports to support service tracking and decision-making.
Respond to customer inquiries with urgency while balancing multiple priorities in a dynamic call centre environment.
Collaborate respectfully with colleagues across teams, contributing to a supportive and inclusive workplace culture.
Carry out additional reasonable duties as assigned to support operational goals and service excellence.

Requirements and Qualifications:

Ability to work in a 365 days per year call center environment, including rotating shifts, weekends, and public holidays, as required to support continuous operations.
Diploma in Computer Science, Information Technology, or a related field is required.
At least two years of experience in a customer service, call centre, or support role.
Experience supporting field service operations or dispatch environments is preferred.
Working knowledge of Microsoft Office applications, with advanced Excel skills considered an asset.
Familiarity with customer service systems or ticketing tools; experience with Cadence is an advantage.
Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
Demonstrated customer-first mindset, with the ability to remain calm, empathetic, and solution-oriented under pressure.
Good knowledge of roads and districts across Trinidad and Tobago to support effective dispatch coordination.
Strong organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
Willingness to learn, collaborate, and contribute to an inclusive environment where diverse perspectives are valued.

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

#LI-RQ

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.

For more information, please visit www.brightstarlottery.com.

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