Hub Operator

About the role

United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. This is an entry level role integral to the Central Operations Team within United Tote. This role is responsible for system monitoring, troubleshooting system issues and providing a positive customer experience by solving issues reported through email and phone calls.

Responsibilities

• Responsible for creating a positive customer experience by professionally, accurately and efficiently handling incoming calls from United Tote customers and Field Operations to answer questions and/or assist in troubleshooting of communication equipment, consoles, terminals, tote boards/auxiliary odds boards, and other equipment.
• Acts as a back-up race track operator to ensure the integrity of the United Tote system.
• Maintain a calm demeanor in stressful situations and provide prompt and accurate responses to customer inquiries.
• Monitor error logs, system alerts, and communication networks. Report errors per guidelines including escalation based on established protocols.
• Responsible for data entry into scheduling system and validating the accuracy of the entries.
• Efficiently and accurately completes all tasks on the daily checklist.
• Acts as a project team member for assigned projects.
• Performs User Acceptance Testing for new software versions.
• Efficiently and accurately completes system configuration requests as assigned.
• Monitor for race processing errors and perform preliminary troubleshooting. Escalate race processing errors to the appropriate parties, when necessary.
• Perform other duties as assigned.

Requirements

• Must be at least 18 years of age with a High School diploma or GED.
• Ability to obtain racing licenses as required by state law and pass a background check.
• Proficient with Microsoft Office, especially Outlook, Excel and Word.
• Passive problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
• Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
• Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Must be punctual and have reliable transportation.

Qualifications

• Associate’s or Bachelor’s degree
• Some experience with configurations of consoles, routers, port servers, switches and printers.
• Some travel may be required.

Physical requirements & working conditions

• While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
• Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
• This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
• The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.