IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.
Responsibilities
The Product Support Representative responds to customer product inquiries via telephone or in written internet-based email or chat sessions, resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
A great opportunity to bring your customer support experience to a technical role!
Main Job Tasks and Responsibilities
Ensure Tickets and Player Emails are handled within SLA’s Research required information using available resources Manage and resolve customer complaints Provide customers with product and service information via email and live chat Identify and escalate priority issues Route calls to appropriate resource Follow up on tickets Document information according to standard operating procedures Flexible to work in 24/7 shifts
Education and Experience
Proficient in MS office English language proficiency- Expert Level Knowledge of customer service principles and practices Some experience in a customer service environment
Preferred experience
Tech Support experience is Preferred, but not essential Unix skills, understanding of DB queries Incident management Hands on experience monitoring tools like ELK, Nagios, Grafana or similar tools Bachelor’s degree or equivalent Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.