Product Support Tech II

Position Summary

The Product Support Technician supports the telephone "hotline" function. They direct telephone calls or written inquiries to appropriate personnel, answer non-technical questions regarding company products, and maintain a log of incoming "hotline" calls.

Job Duties

• Use our online knowledge base to diagnose problems, then guide the caller through documented troubleshooting steps
• Provide an excellent customer service experience while resolving the customer's issue
• Maintain monthly departmental metrics for quality assurance, accuracy, etc.

Skills

• Passion for Customer Service
• Strong verbal, written, and online communication ability (e.g. phone, email, chat)
• Probing and accurate identification of customer needs
• Attention to detail and processes
• Problem-solving mindset

Conditions Of Employment

• Pass an initial drug screening and criminal background check
• Able to work from home immediately upon completion of training, using company-provided equipment
• Required to have quiet, uninterrupted space at home to work
• Demonstrated, High-speed internet connection (Min 50Mbps down and 10 Mbps up) with hardwire (Ethernet) connection

Qualifications

• Must have a high school diploma or equivalency
• Years of related experience: Less than 1 year

Physical Requirements

• Sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment

Supervisory Responsibilities

This position has no supervisory responsibilities.

Job Level Description

Describes ability to learn and support several aspects of function. Handles routine activities.

Physical Demands

• Sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment

Work Conditions

• Scientific Games Corporation and its affiliates (collectively, "SG") are engaged in highly regulated gaming and lottery businesses.
• As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.
• In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.
• As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.