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Product Support Tech 1

Lottery:

Lottery games are one of the biggest consumer products on the planet and Scientific Games is the world’s largest supplier. Our lottery games have been entertaining and thrilling players since 1973. Most importantly our games fund good causes like education, health and welfare, senior citizens, roads, bridges and the environment.

Scientific Games supports lotteries in more than 50 countries by delivering industry leading marketing and insights, unmatched retailer innovation, developing first class mobile-based products and most recently launching our virtual SG Sports betting platform.

We are looking for employees interested in helping Scientific Games strengthen our position as the world’s foremost leader in lottery products and services.

Scientific Games:

Scientific Games (SG) is a global leader focused on delivering an ever-expanding portfolio of lottery and gaming products and services to the world's government-regulated and government-sponsored entities. Scientific Games' global reach is made possible through the expertise, skill and dedicated efforts of its 8,000+ employees who serve lottery and gaming customers in more than 100+ countries on 6 continents.

Position Summary

*Variety of shifts available, 1 weekend day required

If you live within 15 miles of Alpharetta, GA and want to start a career in corporate, this is your chance! We will consider any retail background for these roles.

This position serves as the principle point of contact between the Lottery Retailer, Lottery Sales Representative and Field Site Marketing Representatives. Their main focus will be to provide first call resolution of all Lottery Retailer needs over the phone, including but not limited to troubleshooting of technical issues, communications related problems, reports processing, and gaming information. In the event they are unable to resolve the incoming incidents they will be required to properly route service calls.

Job Functions:

• Fielding inbound calls from Lottery Retailer locations, Lottery Representatives and Marketing Representatives
• Responsible for learning the hardware, software functionality, terminals including peripherals
• Provide technical support as it relates to gaming terminals or communications related service calls
• Properly route Retailer service tickets to second level support including Field Service, or Data Centers
• Properly communicate any situations relating to Retailers/Representatives that may require escalation to Response Center/Site Level Management to the Service Desk Supervisor
• Provide an excellent level of customer service
• Responsible for meeting departmental metrics and Key Responsibility Areas (KRA’s)
• Communicate directly with Operations and Dispatch departments in the event status changes or updates are made to open tickets
• Verify the status of communication lines by utilizing network monitoring systems
• Provide information on specific state lotteries active games and promotions, including detailed steps on how to process transactions
• Research the status of instant and online tickets
• Successfully meet the departmental Key Performance Indicators and answering the phone in no more than 3 rings
• Responsible for upholding all policies and procedures
• Review and comprehend all departmental and individual reports
• Responsible for maintaining satisfactory scores on all Quality Assurance checks
• Actively participate in team meetings
• Assisting with training and further development of peers and team members
• Maintain a positive and professional attitude
• Any other duties assigned

Supervisory Responsibilities

This position has no supervisory responsibilities.

Job Level Description

Accountable for all or significant portion of a function with multiple diverse units

Position Requirements/Qualifications:

• 2+ years call center experience
• Basic knowledge of Microsoft Office applications including Excel, Power Point, Outlook, Word, phones, computers, faxes
• Completion and passing of Tier II TSR exam

Qualifications

Skills/Abilities:

• Excellent communication skills
• Ability to work under pressure in a constantly changing environment
• Attention to detail
• Ability to type 30 wpm, minimum
• Ability to self- manage

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

Education

Must have a high school diploma or equivalency.

Physical Requirements

The physical demands described here 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 the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG 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 you’d like more information about your equal employment opportunity rights as an applicant under the law , please click here for EEOC Poster.