Technical Customer Support

Overview

Technical Customer Support Representative acts as liaison, provides product information, and resolves emerging problems across multiple gaming platforms.

• Understand company mission, vision, values and serve as ambassador.
• Use company resources to field customer requests from locations, remote technicians, or market employees, documenting relevant store information and request details.
• Use probing questions to define the customer issue.
• 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 products.
• Perform hardware troubleshooting for all company devices and platforms.
• Troubleshoot Windows and Linux-based devices.
• Work in tandem with team members, field technicians, and developers.
• Follow up daily on tickets to ensure customer resolution.
• Participate in daily tasking projects.

• Willingness to work afternoons, nights, weekends and on-call rotation.
• Excellent phone etiquette and oral/written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills.
• 1+ years experience in customer service in a technical support role.
• 2+ years of experience with computer operations, networking, hardware, and software.
• Experience with SQL or relational database systems is preferred.
• Ability to take detailed notes during customer interactions and daily tasks.
• Ability to execute detailed and accurate replication plans.

The usual work environment is an office. Reasonable accommodations may be made for disabilities. Noise level is moderate; no material or weather-related hazards except those associated with travel.

Regularly required to sit, see, talk, and hear; use hands for manual dexterity, reach with hands and arms, occasionally lift or move up to 50 pounds. Requires close vision and the ability to adjust focus.

Light & Wonder is an Equal Opportunity Employer and does not discriminate on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability. If you would like more information about your equal employment opportunity rights as an applicant under the law, please refer to the EEOC Poster.