Customer Service Specialist III - Hybrid - Las Vegas, NV

Department: Field Service

Employment Type: Full Time

Location: Las Vegas, Nevada

Reporting To: Customer Service Specialist Lead

Description

Everi is a dynamic and innovative company at the forefront of Casino and Gaming industry. We pride ourselves on delivering cutting-edge solutions to our customers, and our success is driven by the dedication and expertise of our talented team. As we continue to grow, we are seeking a highly skilled and experienced Customer Service Specialist III with a strong technical background to join our dynamic customer support team.

What Will You Be Doing?

• Customarily and regularly provides technical support to all customers via trouble tickets, telephone, and email.
• Actively investigates and resolves software and hardware problems for users and issues trouble ticket reporting on all other problems.
• Provides exceptional and timely customer support with a high degree of product knowledge.
• Serves as a tier three level of escalation for urgent customer issues.
• Works with product teams on support projects focusing on quality and productivity improvement.
• Works with development teams in performing product analysis, identifying trends and market demands; recommends product enhancements.
• Maintains documentation for all support activities, including troubleshooting and communications, product development, enhancement, engineering, and marketing activities.
• Assists in developing and maintaining processes, procedures, and customer related documentation.
• Assists customers with reported issues and maintains regular communication protocols for each interaction.
• Utilizes customer feedback to make improvement suggestions on products and services for better service delivery.
• Maintains the security and confidentiality of all patron and transaction data, protecting the consumer and the company from liability through strict adherence to all applicable laws and standard operating procedures.
• Creates product support documentation and contributes knowledge-based articles as required or needed.

Skills, Knowledge, & Expertise for the job:

Must have's:

• High School Diploma required, Bachelor’s Degree preferred
• 5-8 years of customer support experience in a help desk / technical support environment
• Superior customer service skills
• A+ certification required
• Demonstratable experience with SQL
• Excellent written and verbal communication skills
• Critical thinking skills

Nice to have's:

• Proficiency in Swagger or Web API's
• Experience with IIS Manager
• Knowledge on incident vs. problem management 

Why Us?

• Everi’s benefits package includes Medical, Dental, Vision, 401k with company match, life insurance, maternity and paternity leave, adoption assistance, pet insurance, gym reimbursement, and more!
• Discretionary Time Off (DTO) - No more “banking hours” to take a day off and the perfect way to prevent burnout and improve productivity.
• Building on a solid culture and resounding positive feedback from Everi employees in 2021, Everi continued to receive recognition as a Top Workplace in 2022. Everi was recognized nationally as a Top Workplace 2022 USA and received a second regional award for its HQ in Las Vegas as a Nevada Top Workplace 2022. This most recent award brings Everi’s total number of Top Workplaces awards in 2021 and 2022 to a whopping 10 awards!!!!

Everi is committed to expanding its innovative and creative reach, building a culture based on the tenets of respect and transparency. We are proud to be the gaming industry’s single-source provider of financial technology, loyalty solutions, games, and intelligence solutions. Let’s Go!The compensation for this role considers a wide range of factors, including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential for the location at which the position may ultimately be filled. At Everi, it is not typical for all individuals to be hired at or near the end of the range; compensation decisions depend on each case’s facts and circumstances. A reasonable estimate of the current range is $25.25 - $27.50 per hour and is overtime eligible.
Everi is an Equal Opportunity Employer. All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital statu