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Advanced Product Support Specialist

2 months ago

Las Vegas, United States Light and Wonder, Inc. Full time
Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

The Advanced Product Support Specialist position supports all gaming related products providing technical assistance for internal and external customers as well as functions as an escalation and training point of contact for the Technical Support team. Team members are responsible for maintaining and building technical product knowledge as well as efficiently and effectively responding to requests received via phone queue and shared mailboxes. Our primary support goal is to resolve 80% of requests within the same day with the customer feeling satisfied as all questions and opportunities were resolved. Above all...creating an excellent customer experience is our priority.

Essential Job Functions:

  • Available to provide remote technical support working a pre-defined schedule within a 24/7 365 day environment.
  • Standard schedules range within 6:00AM - 5:00PM PST Monday through Friday with on-call rotations for after-hour and weekend requests.
  • Supports and troubleshoots internal and external customer requests for gaming products determining if the root cause is hardware, software, or procedural and providing resolutions accordingly.
Gaming product categories include (not limited to) the following.

o EGM: Electronic Gaming Machine

o PTG: Proprietary Table Game

o ETG: Electronic Table Game

o Utility: Shuffler

o C2: Class 2

o CD: Central Determination

o VLT: Video Lottery Terminal

o CoolSign

Navigate ERP(s) and other tools to resolve ancillary questions related to the product lines such as:

Part Numbers

o Par/Cut Sheets

o Drawings

o Field Advisories

o GLI Approval Letters

o Hardware Spec Sheets

o Release Notes

o Service and Part Manuals.

Operates as a subject matter expert providing support not only to customer requests but also as an escalation point of contact for partner departments. The position includes the autonomy to make decisions and respond to requests to meet service standards.

Complete required systemic tasks dispositioning interactions in an accurate, concise, and clear manner ensuring reporting captures work completed.

Partners with other departments to analyze operational opportunities and gather information to isolate and resolve causes of failure or problems.

Stay current with all Field Advisories and Technical Bulletins.

Proactively identify information to bolster product knowledge before new deployments and maintain current knowledge to support active products.

Proactively work to support cross-training as business needs arise.

Ensures all tools and equipment used by the employee are kept in proper, safe, and working condition. •Perform other duties as required.

Qualifications

Qualifications:

Knowledge, Skills and Abilities:
  • Demonstrate safe and proper use of hand and power tools.
  • Adheres to department and company safety/security policies, procedures and protocols.
  • Knowledge of the company and gaming products.
  • Ability to prioritize, think proactively, address multiple responsibilities and work under pressure.
  • Demonstrate advanced Microsoft Office skills.
  • Excellent problem solving and troubleshooting skills.
  • Excellent communication, verbal, and written skills.
  • Ability to maintain excellent relations with internal and external customers via phone, email and in person.
  • Expert knowledge of mechanics and assembly of gaming equipment.
  • Ability to build positive interpersonal relationships and contribute as a member of the team.
  • Ability to show flexibility in an ever-changing environment and acknowledging urgency when necessary.
  • Ability to exercise good judgment and discretion in confidential matters.
Preferred Qualifications:
  • 5+ years of experience working in a gaming technical support environment. Proven proficiency in troubleshooting 70% of gaming products.
  • Ability to read and understand wiring schematics, diagrams and service manuals.
  • Proficient in Oracle navigation including PLM.
  • Proficient in SQL Server.
  • Ability to provide remote troubleshooting support for table systems such as Game Manager.
  • Expert knowledge of the Shuffle Master product line
Education:
  • Possess 1 of the following:
  • Associates degree or higher in a technical field.
  • CompTIA A+ certification.
  • CompTIA Network + certification.
  • 3+ years of experience working in a gaming support/field service environment. Proven proficiency in troubleshooting 50% of gaming products.
  • Valid gaming card and/or the ability to obtain required jurisdictional licenses.
  • Must be at least 21 years of age, as required by law.


Physical Requirements:

While performing job duties, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision as well as the ability to adjust focus working with computer and business equipment. Additionally, situations may require maintenance of products including opening and closing machine doors and lifting equipment such as roulette wheels.

Work Conditions:

The work conditions are representative and typical of similar jobs in comparable organizations •Some domestic and international travel required Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees,

L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.