Customer Engagement Advocate III

2 weeks ago


Sacramento, California, United States Everi Full time

Key Responsibilities:

As a Customer Engagement Advocate III at Everi, you will be responsible for ensuring seamless transactions and handling escalations with expertise. You will oversee customer implementation of technical systems, software, and hardware, and provide weekly updates to management on account status, project progress, and any issues.

What You'll Be Doing:

  • Oversee customer implementation of technical systems, software, and hardware.
  • Assist with installing and deploying products and third-party software as needed.
  • Provide weekly updates to management on account status, project progress, and any issues.
  • Investigate and analyze emerging issues; prepare reports as required.
  • Collaborate across teams for efficient deployment, maintenance, and feedback-driven improvements.
  • Gather user feedback to identify trends and opportunities for enhancement.
  • Assess system architecture, configurations, and security during installation and upgrades.
  • Escalate issues promptly and follow up for timely resolutions.
  • Support application security, compliance, and data protection practices.
  • Troubleshoot, diagnose, and resolve technical issues; assist with client training.
  • Attend customer meetings to ensure exceptional service and satisfaction.
  • Monitor and maintain necessary product consumables for client needs.
  • Build and maintain strong client relationships through training and support.

Requirements:

  • Ability to obtain and maintain relevant Gaming License(s).
  • Strong technical skills in troubleshooting devices and equipment with a solid foundation in technical knowledge.
  • Excellent judgment, adherence to rules and guidelines, and strong time management and organizational skills.
  • Proficiency in Microsoft Office suite and a strong understanding of Windows.
  • Proven analytical and problem-solving abilities.
  • Ability to collaborate effectively across teams.
  • Ability to travel 40-50% of the time within assigned regions.
  • Casino industry experience preferred.


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