Technical Customer Support

Position Summary

• Understand the company Mission Vision and Values and be an ambassador of MVV.
• Responsible for using company resources to field customer requests from locations remote technicians or market employees while documenting the relevant store information and details of the request.
• Utilize probing questions to properly 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 our products.
• Capable of hardware troubleshooting for all company devices and platforms.
• Troubleshooting Windows & Linux-based devices.
• Must be working in tandem with team members field technicians and developers.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Participate in daily tasking projects.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications

REQUIREMENTS:

• Willingness and ability to work afternoons nights and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette as well as oral and 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 including networking hardware and software.
• Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.
• Ability to take detailed notes at the time of customer interactions and during daily tasks.
• Ability to execute detailed and accurate replication plans.

• WORK ENVIRONMENT: The usual work environment is typical of an office environment but reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions. The noise level in the work environment is usually moderate with no material or weather-related hazards except those associated with travel.

  PHYSICAL DEMANDS: The physical demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While working as a Technical Support Representative the employee will be regularly required to sit see talk and hear. The employee will be required to stand use hands to finger handle or feel (including frequent use of manual dexterity for keyboarding) and reach with hands and arms. The employee will be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

We are Grover Gaming!
At Grover Gaming we build entertainment experiences that excite and inspire. From innovative electronic games to mission-driven partnerships our work powers charitable gaming across the country helping nonprofits fund the causes that matter most. We believe in doing what you love and doing it with purpose. Our team of innovators creators and problem-solvers is shaping the future of charitable gaming. Together we are building more than games we are #playingitforward by building community impact and opportunity.

Why Grover Gaming
Join a passionate team in one of the most exciting sectors of the gaming industry
Be part of a mission-driven organization that supports charitable causes
Competitive salary and benefits
Opportunities for advancement and growth
A culture built on innovation integrity and service

Dont meet every requirement Studies show that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Grover Gaming we know that creativity passion and different perspectives are what make our games and impact truly special. We welcome people from all backgrounds and experiences. If this role excites you but your experience doesnt match every qualification we still want to hear from you. You could be exactly the teammate we need!

#LI-AM1

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. If youd like more information about your equal employment opportunity rights as an applicant under the law please click here for EEOC Poster.