Technical Support Representative jobs in Las Vegas, NV

Summary/Objective

Ditronics is a nationwide provider of ATMs, ticket redemption kiosks, cash advance, check guarantee services and related products to the gaming industry (collectively, “Gaming Services”). The Technical Support Representative II provides technical support and operational assistance to customers and assistance to patrons of Ditronics customers in the use of Ditronics services.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Respond to incoming calls and emails from patrons regarding their Ditronics patron profile.
• Respond to incoming calls and emails from customers regarding service malfunctions of Ditronics’ Gaming Services.
• Perform remote troubleshooting and dispatching technicians when on-site repair is required.
• Communicate with customers and patrons in a professional and courteous manner taking a real interest in resolving an issue and providing timely accurate responses to a question.
• Updates patron profiles information requested by the patron or customer of those customers subject to validation of the requestor.
• Provide customers with technician’s estimated time of arrival for on-site repairs, updates with repair results, and follow-ups with the customer to determine satisfaction with the performed service.
• Familiarize yourself with ticketing system Zendesk.
• Creates quotes and warehouse request for equipment needed for Gaming Services repairs and in response to customer requests to purchase parts.
• Assists customers in the operation of Gaming Services.
• Assists customers in the use of and understanding the content of Gaming Services reporting systems.
• Perform cash advance, check cashing, and other application tests immediately to confirm possible system issues and escalate immediately to the 24x7 engineering support team when tests fail.
• Re-boot applications and services in response to internal alarms.
• Performs routine maintenance activities defined by engineering on selected systems.
• Perform remote software upgrades Gaming Services with new software releases.
• Other assigned duties.

COMPETENCIES AND SKILLS:

• 1-2 years business experience utilizing computers systems to provide administrative or customer support service
• 1 to 2-years’ experience providing technical support services to customers for mobile devices, PC’s, or software applications.

· Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.

· Proficiency in PC operations.

· Ability to analyze and diagnose PC application issues

• Professional level communication skills and grasp of grammar

· Motivated to grow and expand their career opportunities.

· Ability to multitask.

REQUIREMENTS

• High school graduate
• Experience and skills as listed above.
• Able to work different shifts including overtime
• Must be able to obtain licenses in multiple states and jurisdictions
• Must successfully pass a drug test and background check

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

WORK ENVIRONMENT

This position works in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Noise level in the work environment is moderate.

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools and controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; and stoop, kneel, crouch or crawl.

The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move objects up to 10 pounds, frequently lift and/or move objects up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position. The Call Center operates on a 24hrs schedule. Occasional evening, holidays and weekend work may be required as job duties demand.

This position may also require you to work swing and/or graveyard shifts.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Compensation package:

• Holiday pay

Experience level:

• 1 year
• 2 years

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Weekends as needed

Ability to Relocate:

• Henderson, NV: Relocate before starting work (Required)

Work Location: In person