Customer Service Specialist - Las Vegas / Reno, NV

IGT delivers thrilling, responsible, and unforgettable gaming experiences—from the casino floor to mobile screens—powered by world-class content, technical and commercial capabilities, and a culture of collaboration, accountability, and ownership. With over 6,000 employees across 30+ countries and products in 100+ jurisdictions, we operate at scale while staying closely connected to the customers we serve.

About the role

As a Customer Service Specialist, you'll serve as a trusted resource for customers by providing timely, knowledgeable support for our products and services. You'll troubleshoot issues, resolve inquiries, and collaborate with cross-functional teams to continuously improve the customer experience. This role is open only to candidates who currently reside in the Las Vegas or Reno, Nevada metropolitan areas.

Responsibilities

• Deliver exceptional customer support through phone, email, and ticketing systems.
• Troubleshoot and resolve software and hardware issues, escalating complex problems when needed.
• Guide customers through product functionality, transactions, and issue resolution with professionalism and empathy.
• Document customer interactions, support activities, and resolutions accurately.
• Create and maintain knowledge base articles and product support documentation.
• Partner with Product, Engineering, and other internal teams to improve product quality and customer satisfaction.
• Identify trends and share customer feedback to help improve products, processes, and service delivery.
• Ensure the confidentiality and security of customer information while adhering to company policies and regulatory requirements.
• Contribute to continuous process improvements and support special projects as assigned.

Requirements

• High school diploma required; bachelor's degree preferred.
• 1+ years of experience in a customer service, help desk, or technical support environment.
• Strong communication skills with a customer-first mindset.
• Experience troubleshooting software or application-related issues.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to prioritize multiple tasks while maintaining attention to detail.
• Strong analytical and problem-solving skills.
• Comfortable working independently and collaborating with cross-functional teams.

Skills

• Put customers first by delivering responsive, professional, and empathetic service.
• Communicate clearly and confidently with customers and teammates.
• Stay organized and manage multiple priorities in a fast-paced environment.
• Take ownership of issues from initial contact through resolution.
• Demonstrate curiosity and a willingness to learn new products and technologies.
• Collaborate effectively across departments to improve customer outcomes.
• Maintain accuracy, confidentiality, and compliance in every customer interaction.
• Adapt quickly to changing priorities while maintaining a positive attitude.

Pay

For this role, the starting compensation range is $39,060 - $53,715 USD, with flexibility to adjust higher or lower based on skills, experience, background, and location.

Benefits

• Discretionary bonus opportunities
• Comprehensive health, dental, and vision coverage
• Paid time off and wellness programs
• Tuition reimbursement
• 401(k) with company contributions
• Disability coverage and identity protection