Product Support Specialist, eGaming

1 month ago

Cleveland, United States Arrow International Inc Full time
Job DescriptionJob DescriptionDescription:

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.


Position Summary


We are looking for a strong technician with gaming experience to support our e-Gaming New Product Development and Sales departments. This dynamic position will interact with internal and external clients from across the country.


Primary Roles and Responsibilities

  • Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
  • Responsible for logging service calls in Salesforce and recording related pertinent information.
  • Dispatches calls to field engineers when on-site repair activity is required and approved by management.
  • Ability to work through calls with above average first call resolutions.
  • Work closely with distributors on parts orders, RMAs, and technical assistance.
  • On-site installations and support required when needed. Overnight travel on a needed basis.
  • Assist customers on the configuration and programming of Arrow equipment.
  • Assist Systems Integration on the configuration and programming of Arrow equipment.
  • Assist Systems Integration with testing and repair of PC and networking-based equipment.
  • Assist Production on the configuration and programming of Arrow equipment.
  • Technical training on Arrow equipment for distributors and new employees.
  • Demonstrate Arrow equipment for customer visits.
  • Assist with writing and reviewing technical manuals and web updates for new equipment.
  • Exceed customer satisfaction objectives as outlined by Arrow management.
  • Recommends and executes appropriate solutions in a timely manner.
  • Responsible for promptly following up with customers when needed.
  • Will be required to cover after-hours support calls as part of a weekly rotation.
  • Other duties as assigned by management.
Requirements:

Experience and Education

  • Minimum of 3 years training or commensurate experience in electronic and PC technologies.
  • Strong support knowledge of Windows Active Directory, Networking, Windows Servers and SQL.
  • Previous help desk experience preferred.
  • Prior experience in supporting electronic gaming devices preferred.
  • Certification and 2 or more years of commensurate experience in network technologies preferred.
  • Ability to read schematics and technical manuals.
  • PC, mechanical and electrical aptitude.
  • Excellent written and verbal communication skills.
  • Strong customer relations and phone skills.
  • Must be self-motivated to work independently without direct supervision.
  • Effective planning and organizational skills to efficiently manage time and call load.
  • Competency in various software applications including MSOffice.
  • Experience with Proprietary software a plus.
  • PC applications support experience.

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