Customer Service Specialist - Las Vegas / Reno, NV
IGT · Las Vegas, NV · 1 wk ago
HybridCustomer Service$39k–$54k/yrFull-time
About the role
As a Customer Service Specialist – Problem Management, you'll focus on identifying the root causes of recurring customer and product issues to improve service quality and reduce repeat incidents. Working closely with Customer Support, Product, Engineering, and other cross-functional teams, you'll analyze trends, recommend long-term solutions, and help strengthen the overall customer experience.Responsibilities
- Perform root cause analysis on recurring customer issues and product defects to identify long-term solutions.
- Analyze incident and support trends to identify opportunities for process improvements and incident reduction.
- Partner with Customer Support, Product, Engineering, and other cross-functional teams to resolve systemic issues.
- Track recurring incidents and document findings, corrective actions, and preventative recommendations.
- Create and maintain knowledge base articles, troubleshooting documentation, and process documentation.
- Support Problem Management initiatives that improve product stability and customer satisfaction.
- Maintain customer information securely while adhering to company policies and regulatory requirements.
- Contribute to continuous improvement initiatives and special projects as assigned.
Requirements
- A high school diploma required; bachelor's degree preferred.
- 2+ years of experience in technical support, customer support, help desk, Incident Management, Problem Management, or a similar technical environment.
- Strong analytical, troubleshooting, and critical thinking skills.
- Experience performing root cause analysis and identifying recurring trends is preferred.
- Strong communication skills with the ability to present findings and collaborate across multiple teams.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Ability to prioritize multiple projects while maintaining exceptional attention to detail.
- Comfortable working independently while collaborating with cross-functional teams.
- Experience with continuous improvement methodologies or process improvement initiatives is a plus.
Qualifications
- High school diploma required; bachelor's degree preferred.
- 2+ years of experience in technical support, customer support, help desk, Incident Management, Problem Management, or a similar technical environment.
- Strong analytical, troubleshooting, and critical thinking skills.
- Experience performing root cause analysis and identifying recurring trends is preferred.
- Strong communication skills with the ability to present findings and collaborate across multiple teams.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Ability to prioritize multiple projects while maintaining exceptional attention to detail.
- Comfortable working independently while collaborating with cross-functional teams.
- Experience with continuous improvement methodologies or process improvement initiatives is a plus.
Skills
- Strong analytical, troubleshooting, and critical thinking skills.
- Experience performing root cause analysis and identifying recurring trends.
- Strong communication skills with the ability to present findings and collaborate across multiple teams.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Ability to prioritize multiple projects while maintaining exceptional attention to detail.
- Experience with continuous improvement methodologies or process improvement initiatives.
Benefits
- Discretionary bonus opportunities.
- Comprehensive health, dental, and vision coverage.
- Paid time off and wellness programs.
- Tuition reimbursement.
- 401(k) with company contributions.
- Additional benefits including disability coverage and identity protection.