Technical Customer Support - Tier 1

Grover Gaming•Raleigh, NC

About The Position

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.

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.

Nice To Haves

Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.

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.
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.