Customer Service Representative

Description

Position - FT swing shift- Wednesday – Sunday, varying hours – 4pm – 12:30am & 8pm – 4:30am.

The purpose of this position is to provide call center customer service and technical support to all customers and co-workers in a manner that exhibits courtesy, professionalism and competence.

Position Responsibilities

Reporting to the Manager of Customer Service, the Customer Support Representative (CSR) is responsible for receiving and logging incoming calls within our data reporting system, troubleshooting minor gaming network issues and escalation of major issues in accordance with departmental procedures.

Specific Accountabilities

1. Provide customer service/technical support to any customer who calls and/or requests assistance.
2. Interface with Field Service Technicians and/or Product Support Technicians to provide prompt repairs and/or installations and software upgrades.
3. Answer all telephone calls (incoming and inter-departmental) with courtesy, professionalism and helpfulness.
4. Monitor the game network for problems that may occur; troubleshoot any network problems according to departmental procedures.
5. Maintain accurate and detailed information in the Service Desk Express database.
6. Research, respond, and archive customer complaints and/or requests.
7. Provide daily game network financial reports to the Accounting Department.
8. Provide support for Test-Bed activities as needed.
9. Provide miscellaneous reports as requested and as needed.
10. Provide support for company domain.
11. Assure that all required personnel forms and paperwork are completed accurately in a timely manner.
12. Keeps all company proprietary information and records confidential.
13. Adherence to all company and department policies and procedures is mandatory

Requirements

Required Knowledge, Skills & Abilities

1. A professional and friendly personality which reflects through a telephone conversation.
2. Willingness to learn and an ability to maintain composure in stressful phone call situations.
3. Good typing/keyboarding skills.
4. Experience navigating in current Windows operating systems (File transfer, mapping network drives etc.).
5. Basic Microsoft Office skills (Excel, Word).
6. Basic knowledge of PC hardware.
7. Basic knowledge of LAN’s & WAN’s.
8. Ability to qualify and obtain gaming license and maintain such license; requires a clear back-ground check.

Education and Experience

1. High School diploma or equivalent.
2. Strong work history.