Customer Solutions Specialist I (Parts/Service Dispatch) (Temporary to Full-Time)

About the role

This is a temporary position with the potential to transition into a permanent, full-time role. The Customer Solutions Specialist I (Parts / Service Dispatch) provides world-class service by accurately answering customer questions, escalating technical issues, and managing hardware parts and software orders to maximize customer satisfaction. The role involves responding to, resolving, and documenting all incoming cases reported via telephone, web, and other support channels.

The specialist will work within the company’s ERP system to provide quotes, fill parts orders, process RMAs, handle software requests, research parts-related questions, and monitor inventory levels. The candidate will become the resident expert on all parts-related issues and must adhere to departmental SLAs, as all tasks are time-driven. The position requires autonomy while adhering to company policies and procedures.

Responsibilities

• Provide best-in-class product support for games for all customers.
• Utilize the company ERP system to locate and order parts for all games and platforms while adhering to internal department SLAs.
• Accurately analyze, classify, track, investigate, research, and resolve all parts support/service problems and issues.
• Issue game and systems RMAs.
• Close all part orders and service tickets by entering data into the company ERP and meeting established deadlines.
• Facilitate prompt, open, and direct communication with customers, technicians, and third-party providers to schedule or resolve service or parts-related issues.
• Ensure Konami and customer expectations are aligned.
• Follow proper escalation paths to coordinate activities with supervisors, field service staff, and other departments to resolve reported problems within SLA.
• Assist in coordinating the resolution of service issues involved in the repair of Konami games.
• Prepare FAQs, knowledge articles, upgrade notes, how-to documents, and other support documentation.
• Utilize customer support soft skills to maintain positive working relationships between Konami and its customers.
• Assist in eliminating single points of failure and creating documented plans for sustainability.
• Engage with Super Users to assist with Pronto-based projects addressing departmental issues.
• Participate in new Product Readiness projects, validate field-replaceable spares, and create documents to support the parts replacement process or external documentation for product launches.
• Answer incoming calls and provide professional customer support on a rotational basis.
• Handle issues with diplomacy, tact, and professionalism.
• Escalate critical issues to management in accordance with prescribed policies and procedures.
• Actively participate in defining strategies to improve service levels and make it easier for customers to do business with Konami.
• Dispatch service requests to Field Service Technicians.
• Process service tickets and share daily reports.
• Perform all other duties as assigned.

Requirements

• High School diploma or equivalent required; higher education preferred with an emphasis on technical courses.
• Comparable combination of experience and education highly desired.
• Degree or certification in a gaming-related field highly preferred.
• 3+ years of experience in parts customer service or technical help desk.
• Practical slot machine technical support experience preferred.
• Customer service and client service skills, including understanding and referencing service manuals and engineering drawings.
• Hands-on ability to use Outlook, Excel, and MS Word.
• Experience working with ERP, CRM, knowledge base, and incident reporting software.
• Proficient understanding of MS Windows, Outlook, Word, Excel, ERP, and CRM.
• Ability to properly escalate issues requiring troubleshooting of games.
• Capability to learn new software applications quickly.
• Must be able to obtain a gaming license.

Work Environment

• Full-time role requiring 40+ hours per week, with flexibility for overtime, including evenings, weekends, and holidays as needed.
• Must be comfortable working in a cubicle with limited space for long hours, including extended periods seated at a computer terminal.
• Involves extreme repetitive motion using a keyboard, mouse, and telephone.
• Position can be high-stress and fast-paced.
• Ability to handle directives, assess situations, engage in dialogue, and complete tasks efficiently.
• Must be able to communicate verbally and in writing in English.
• Primarily office-based, with a cubicle in close proximity to others.

Benefits

• Competitive wages.
• Great 401(k) plan with company match.
• Comprehensive health benefits package.
• Generous company-paid holidays and Paid Time Off (PTO).
• Tuition reimbursement program.