Job Description
Responsibilities
This role is responsible for delivering exceptional technical support and customer service by managing client requests, troubleshooting software applications, and providing timely resolutions to complex issues. The position works closely with cross-functional teams to support software deployments, system enhancements, installations, testing, and ongoing product improvements while ensuring a seamless customer experience. Key responsibilities include configuring and monitoring applications, performing hardware and software quality assurance testing, reporting support metrics, and assisting with custom client solutions. The ideal candidate is highly collaborative, resourceful, and motivated to build expert-level product knowledge while supporting both internal teams and external customers.
- Provide technical support to internal and external clients by troubleshooting issues, gathering requirements, and delivering solutions via phone, email, remote access, and other support channels.
- Configure, monitor, test, and support software applications, including software updates, patches, installations, enhancements, and quality assurance testing.
- Collaborate with cross-functional teams to resolve customer issues, support deployments, communicate software defects, and recommend product improvements.
- Serve as a primary point of contact for customer communications, ensuring timely responses and a high level of customer satisfaction.
- Assist with support reporting, documentation, software guides, and the development of custom client solutions to meet business needs.
- Provide technical assistance to engineering, client success, help desk, and training teams while continuously developing advanced product knowledge.
Qualifications
Education:
- Associates degree is required; bachelor's degree preferred.
Experience:
- 0-2 years of experience working with software and hardware in a complex business and systems environment.
- 1+ years of experience working in a gaming venue with preferred knowledge in one or more databases.
- 1+ years of experience working with ATM system / equipment installations.
- Demonstrated experience working with software development and application deployment in a fast-paced Windows Operating System environment.
- Possess analytical and problem-solving skills; consistently delivers projects and solutions in a timely manner.
- Systems administration and some programming experience a plus.
- Understanding of casino / gaming environments and requirements.
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership