Technical Customer Support (Tier 1)

Position Summary

WHO WE ARE:  Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having more than 425+ employees located in more than a dozen states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products have solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States, and was recently honored with a Glassdoor Employees’ Choice Award. Glassdoor ranked Grover Gaming Number 2 in its Best Places to Work list in 2022 among companies across the US with less than 1,000 employees. Our company strives to support local communities and has helped raise over $600 Million for charities through its partnerships in charitable gaming markets.

This role will start in Greenville, NC - potentially moving to Raleigh, NC in the future.

SUMMARY: A Technical Customer Support Representative will act as a liaison, provide product/service information, and resolve emerging problems that our customer accounts might face with accuracy and efficiency. As a Technical Customer Support Representative, you will troubleshoot and investigate issues on multiple gaming platforms. Our Technical Support Representatives adhere to the Customer Service Department communication model:

                G – Greet in a warm, energetic way

                R – Request respectfully the nature of the call

                O – Offer a solution that meets the customer’s need

                V – Verify from the customer that the proposed solution pleases them

                E – Extend offer to help with anything else the customer needs/wants

                R – Reinforce we appreciate the customer and their feedback

RESPONSIBILITIES:

• Understand the company Mission, Vision, and Values and be an ambassador of MVV.
• Responsible for using company resources to field customer requests from locations, remote technicians, or market employees while documenting the relevant store information and details of the request.
• Utilize probing questions to properly define the customer issue.
• Document and take detailed notes in the support ticketing system.
• Provide phone support and remotely dial into location servers and devices to provide support for our products.
• Capable of hardware troubleshooting for all company devices and platforms.
• Troubleshooting Windows & Linux-based devices.
• Must be working in tandem with team members, field technicians, and developers.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Participate in daily tasking projects.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

REQUIREMENTS:

• Willingness and ability to work afternoons, nights, and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette, as well as oral and written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills

• 1+ years experience in customer service in a technical support role.

• 2+ years of experience with computer operations, including networking, hardware, and software.
• Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.
• Ability to take detailed notes at the time of customer interactions and during daily tasks.
• Ability to execute detailed and accurate replication plans

WORK ENVIRONMENT:  The usual work environment is typical of an office environment, but reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions. The noise level in the work environment is usually moderate, with no materia