Technical Customer Support

Position Overview

A Technical Customer Support Representative will act as a liaison, provide product/service information, and resolve emerging problems that our customer accounts might face with accuracy and efficiency. The role involves troubleshooting and investigating issues on multiple gaming platforms.

• Use company resources to field customer requests from locations, remote technicians, or market employees.
• Document and take detailed notes in the support ticketing system.
• Provide phone support and remotely dial into location servers and devices to provide support for our products.
• Perform hardware troubleshooting for all company devices and platforms, including Windows and Linux-based devices.
• Work in tandem with team members, field technicians, and developers.
• Follow up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Participate in daily tasking projects.

• Willingness and ability to work afternoons, nights, and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette and strong oral and written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills with at least 1 year of experience in customer service in a technical support role.
• At least 2 years of experience with computer operations, including networking, hardware, and software.
• Experience with SQL Database language and/or RDBMS preferred.
• Ability to take detailed notes at the time of customer interactions and during daily tasks.
• Ability to execute detailed and accurate replication plans.

The usual work environment is typical of an office environment with moderate noise levels. The role requires regular sitting, seeing, talking, hearing, standing, using hands and arms, and occasional lifting or moving up to 50 pounds.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Please see the EEOC Poster for more information.