Senior Associate Online Support in Cedar Falls, IA at Scientific Games

Date Posted: 2/28/2018

Job Snapshot

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Job Description

The Senior Associate Online Support Social Gaming will provide support to improve customer experience, document and track user reported issues, and improve general user sentiment. The Senior Associate Online Support Social Gaming will perform a variety of daily tasks within a structured support system to best serve a variety of customer values and needs.

Job Requirements

Essential Job Functions:
• Read, review, respond, and document user reports, reviews, and support tickets regarding all social casinos related questions and concerns via Zendesk support system, Google Play Store, Facebook Communities, iTunes Marketplace, and other means of communication
• 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
• Work with Support Manager to outline useful tools and procedures such as: automatically generated responses, guided instructions, and detailed outlines for handling a varying degree of common customer issues in a large volume
• Moderate and direct customer accounts ranging in value from $0.99 - $100,000+
• Perform 90%+ of VIP player support services
• Perform detailed inquiries and summaries of user narrations for Quality Assurance review
• Work with Support Manager to develop standardized and improved responses and templates to common customer inquiries.
• Maintain minimum user satisfaction rating of 80%
• Individually respond to 500 - 1000+ inquiries per month
• Utilize and understand technical features of Zendesk support system
• Research and review competitor services for methods of improvement
• Moderate and address concerns on social media


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
• 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

Physical Requirements: Office environment

Work Conditions: May requires evenings, nights, weekends, holidays
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.