Product Support Representative I

Location:

Hyderabad, IN, 500 081

Requisition ID: 19532

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. We have a longstanding commitment to Responsible Gaming (RG) that is engrained within our core business and the products we offer to customers and players worldwide. 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.

Overview

As a Product Support Representative I, you will support Brightstar Lottery's customer-facing products and services by delivering timely, high-quality technical and customer support through email, and ticketing channels.

In this role, you will help resolve product-related inquiries, troubleshoot issues, and ensure a positive customer experience while meeting service level expectations. This role will be located hybrid in Hyderabad, India.

What You'll Do

• Respond to customer inquiries regarding operations, maintenance, and service-related issues.Investigate tickets and player communications to identify root causes and deliver accurate resolutions within established SLAs.
• Troubleshoot customer concerns and provide product and service information through tickets.
• Escalate high-priority incidents to appropriate support teams when additional expertise or urgent action is required.
• Coordinate issue routing to the correct internal resources to ensure efficient problem resolution.
• Monitor open cases and conduct follow-up activities to keep customers informed of progress and outcomes.
• Document interactions, resolutions, and relevant details in accordance with standard operating procedures.
• Perform other duties as assigned.
  
  

What You'll Bring

• Proficiency in Microsoft Office applications.
• Demonstrated understanding of customer service principles and best practices.
• Background working in a customer service or customer support environment or technical support.
• Strong verbal and written communication skills with a customer-focused approach
• .Excellent problem-solving, analytical, and active listening capabilities.
• Proven organizational skills with the ability to manage multiple priorities effectively.
• Flexibility to work in a 24/7 support environment with rotating shifts.
• Ability to read, write, and communicate effectively in English is required
  
  

What Will Make You Stand Out

• Technical support experience in a customer-facing environment.
• Familiarity with Unix operating systems and database query concepts.
• Exposure to incident management processes and best practices.
• Hands-on experience with monitoring tools such as ELK, Nagios, Grafana, or similar platforms.
• Bachelor's degree or equivalent combination of education and experience.
  
  

Physical Requirements

Flexibility to work rotating shifts in a 24/7 operational support environment.

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.

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

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