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MSP Service Support Representative
1 year ago
Summary
Service Support Representative provides continuous monitoring of all Multi-Site Progressive slot machines and connected network equipment. MSP operates in a secured facility 24 hours per day, 7 days per week and must receive constant monitoring and maintenance due to the critical nature of gaming activities that they support.
This position is responsible for monitoring all MSP system operations. Answers support phone calls and resolves or escalates issues. Provides support on operational and maintenance issues pertaining to the MSP systems operations and installs. Maintains agreements and logs according to established procedures. Coordinates resources for MSP installations in North America. Also maintains all documentation concerning MSP.Pay Range
$30,226-$56,135What you'll do
• The shift will be Friday - Monday 11pm-9:30pm
• Responsible for taking calls, entering issues into the tracking system, and attempting to solve the problem on first contact. If problem cannot be solved, the operator will engage with a higher tier of support or dispatch field service staff as required.
• The position is largely administrative with some diagnostic troubleshooting requirements
• Responsible for monitoring server, application systems and responding to slot machine status alerts.
• Responsible for recording, verifying, and processing several system reports to record the status of the MSP Network, connected slot machines and core components.
• Able to log, track issues and process paperwork follow auditing procedures in a high work volume environment.
• Ability to effectively prioritize and transition through a variety of case types and issues
• Verify outstanding issues daily to completion.
• Provide overflow call support for other support teams as needed
• Other duties as assigned.
• Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.
• Follow all lawful employer safety and health rules.
• Wear and/or use Personal Protective Equipment, when and how instructed.
• Report hazardous conditions to management.
• Report any job-related injury or illness to management and seek treatment promptly.
What we're looking for
Education: Position requires a high school diploma or its equivalent.
Experience: Requires a minimum of one year of direct Technical Support experience (software and/or hardware) in a customer contact center environment.
Skills, knowledge, and qualifications:
• Knowledge of Microsoft Office suit.
• Understanding of basic network understanding and troubleshooting processes
• Must be customer service oriented and have exceptional verbal communication skills.
• Demonstrated ability for simultaneous phone communication and written communication.
• Able to successfully operate within windows desktop environment.
• Able to work under pressure and deadlines.
• Must be able to read, write, speak and understand English.
• Must have strong communication skills, be able to work within a team collaborative environment.
• Ability to manage multiple tasks and priorities including good time management skills
• Must be able to clear background for all required gaming licenses needed for the position
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