Service Support Representative

What You'll Do

• Answer incoming calls and emails related to Games, Systems, and Hardware issues, gather case details, enter data into Remedy System/Salesforce, and dispatch to appropriate support groups.
• Provide front-end/first-level application support for web-based applications and inquiries.
• Maintain personal Service Level Agreements and team goals according to established guidelines.
• Use accurate problem logging, issue tracking, and auditing procedures.
• Verify outstanding customer issues daily until completion of customers' requests throughout the team.
• Maintain the security and integrity of Service Support Computers and proprietary materials.
• Notify Supervisor and Manager immediately of security breaches.
• Identify areas for application software training for the Service Support Group.
• Cross-train backup personnel and new personnel on job responsibilities as needed.
• Maintain Remedy with respect to customer add/changes/deletions as needed.
• Be professional, polite, and courteous at all times.
• Meet daily shift requirements for timely attendance as per the schedule.
• Be flexible to schedule changes as needed, with advance notice.
• Perform other duties as assigned.

What We're Looking For

• Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication.
• Demonstrated skill in using a personal computer (MS Office software) and browsing internet applications.
• Ability to work under pressure to meet SLA deadlines, with stress tolerance and resilience.
• Strong analytical skills; committed to working with others, achieving goals, and delivering results.
• Promptly answer support-related emails, phone calls, and other electronic communications.
• Must be organized, diligent, and display problem-solving skills, judgment, adaptability, and the ability to learn.
• Demonstrated skill in navigating internet website frameworks and mobile application experience (iPhone, iPad, Android) preferred.
• Must be able to read, write, speak, and understand English.
• Strong communication skills, with a proven record of leadership, able to work independently and be team-oriented.
• Ability to instruct and deliver learning points to others.
• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Schedule

Saturday to Wednesday, 1:30 PM - 10:00 PM.

Pay & Benefits

Pay range: $18.00 - $27.30 per hour. Final offers based on experience, education, skills, work location, and internal pay equity.

Comprehensive benefits package includes health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching.