Senior Associate Online Support (part-time) in Cedar Falls, IA at Scientific Games

Date Posted: 8/4/2018

Job Snapshot

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Job Description

Provide support to solve technical problems, answer customer questions regarding company products, and help to improve general user sentiment. This position will perform a variety of daily tasks within a structured support system to best serve a variety of customer values and needs. This is a part-time position up to 30 hours/week.

Job Requirements

Essential Job Functions:
•Review and make changes to customers’ accounts
•Provides simple to complex technical support to clients via email, phone, or other methods (actively still support pefx)
•Respond to complex customer inquiries regarding a wide range of retail, mobile, and Facebook applications on multiple platforms
•Dutifully and regularly perform responsibilities with autonomy when manager unavailable
•Adapt to customer needs to provide top quality support for both technical and non-technical issues
•Assist in development and implement organized tools and procedures such as algorithms, automatically generated responses, instructions, and guidelines for handling a varying degree of common customer issues in a large volume
•Perform detailed reports
•Work with Support Lead to develop standardized and improved responses and templates to common customer inquiries.
•Work with Support Lead to maintain and improve procedures, forms and methods of customer contact with the support team.
•Develop and implement customer and issue statistical tracking procedures and software by having input on the current system with the help from Support Lead
•Understand and utilize specialized functions of proprietary software to perform organization and service tasks
•Categorize user reports based on value and severity for communication to support lead and other departments
•Become familiar with current support systems to continuously improve and adapt to changes
•Research and suggest changes to improve customer experience and understand the customer’s perspective
•Review customer interaction on Facebook Community Pages, Twitter, Forums, Blog, and Review pages to develop a customer sentiment report, and to determine new issues and open tickets. Monitor for spam.


Education: High School Degree

Preferred Experience: At least 3 years of customer service or related experience

Knowledge, Skills & Abilities:
•Strong verbal and written communication skills.
•Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
•Working knowledge of Microsoft office products, and reporting tools such as Zendesk.
•A willingness to expand one's knowledge by learning game-specific issues and potential fixes for an extensive library of existing products.
•The ability to explain complex technical terms in the simplest form to assist customers with questions/troubleshooting in areas in which they may not be familiar.
•Basic web and server coding preferred but not required
•Casino/ slot gaming experience and expertise

Vision:  Close Vision, Depth Perception, Distance Vision, Ability to Adjust Focus, Peripheral Vision, Ability to Distinguish All Colors     
Physical Requirements:  Office environment
Work Conditions:  May require weekend and evening hours.   May require travel.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.