Product Support Tech II
sglottery · Alpharetta, GA ·
- Work mode
- Remote
- Category
- Support
- Experience
- 1+ years
Scientific Games:
Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.
Position Summary
The Product Support Technician Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls. Candidates for this position MUST live near Atlanta, GA.
Do you consider yourself to be a flexible, customer service minded individual who is enthusiastic about helping others?
Do you thrive in a low-volume, friendly, drama-free environment with low stress?
Do you enjoy working for a supportive management team that doesn’t micromanage?
Job Duties:
Use our online knowledge base to diagnose problems, then guide the caller through documented troubleshooting steps
Provide an excellent customer service experience while resolving the customer’s issue
Meet monthly departmental metrics for quality assurance, accuracy, etc.
Skills:
Passion for Customer Service
Strong verbal, written, and online communication ability (e.g. phone, email, chat)
Probing and accurate identification of customer needs
Attention to detail and processes
Problem-solving mindset
Location: Candidates must live near our corporate headquarters in Alpharetta, GA for training and occasional meetings onsite. The position will be remote after 1 Week training in Alpharetta, GA
Conditions of Employment:
Pass an initial drug screening and criminal background check
Reliable to meet our attendance policy
Able to work from home immediately upon completion of training, using company-provided equipment
Required to have quiet, uninterrupted space at home to work. Demonstrated, High-speed internet connection (Min 50Mbps down and 10 Mbps up) with hardwire (Ethernet) connection.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Job Level Description
Demonstrates ability to learn and support several aspects of function. Handles routine activities.
Qualifications
Education
Must have a high school diploma or equivalency.
Years of Related Experience
Years of experience < 1 year
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.
Work Conditions
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.