Technical Customer Support (Tier 1)

WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having more than 425+ employees located in more than a dozen states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products have solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States, and was recently honored with a Glassdoor Employees' Choice Award. Glassdoor ranked Grover Gaming Number 2 in its Best Places to Work list in 2022 among companies across the US with less than 1,000 employees. Our company strives to support local communities and has helped raise over $600 Million for charities through its partnerships in charitable gaming markets.

This role will start in Greenville, NC - potentially moving to Raleigh, NC in the future.

SUMMARY: A Technical Customer Support Representative will act as a liaison, provide product/service information, and resolve emerging problems that our customer accounts might face with accuracy and efficiency. As a Technical Customer Support Representative, you will troubleshoot and investigate issues on multiple gaming platforms.

RESPONSIBILITIES:

• Understand the company Mission, Vision, and Values and be an ambassador of MVV.
• Responsible for using company resources to field customer requests from locations, remote technicians, or market employees while documenting the relevant store information and details of the request.
• Utilize probing questions to properly define the customer issue.
• Document and take detailed notes in the support ticketing system.
• Provide phone support and remotely dial into location servers and devices to provide support for our products.
• Capable of hardware troubleshooting for all company devices and platforms.
• Troubleshooting Windows & Linux-based devices.
• Must be working in tandem with team members, field technicians, and developers.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Participate in daily tasking projects.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

REQUIREMENTS:

• Willingness and ability to work afternoons, nights, and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette, as well as oral and written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills

• 1+ years experience in customer service in a technical support role.

• 2+ years of experience with computer operations, including networking, hardware, and software.
• Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.
• Ability to take detailed notes at the time of customer interactions and during daily tasks.
• Ability to execute detailed and accurate replication plans

WORK ENVIRONMENT: The usual work environment is typical of an office environment, but reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions. The noise level in the work environment is usually moderate, with no material or weather-related hazards except those associated with travel.

PHYSICAL DEMANDS: The physical demands described in this section 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 essential functions. While working as a Technical Support Representative, the employee will be regularly required to sit, see, talk, and hear. The employee will be required to stand, use hands to finger, handle, or feel (including frequent use of manual dexterity for keyboarding), and reach with hands and arms. The employee will be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.

#LI-TD1 #LI-Onsite

Light & Wonder 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.