Service Support Representative
4 weeks ago
What You'll Do
The Service Support Representative (SSR) position is responsible for gathering case details for Aristocrat CXS software and hardware issues phoned or emailed into the Service Support Center, dispatching to the appropriate support groups. An SSR1 will also provide first level “quick fix” technical support for Aristocrat CXS customers in accordance to established team metrics and triggers. Maintains Service Level Agreements and team goals, according to established guidelines.
Answer all incoming CXS calls or emails, gather case details, and dispatch to appropriate support groups. Provide front end / first level application support when possible. Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team. Ensure use of proper problem logging, issue tracking and auditing procedures. Verify daily outstanding customer issues until completion of the customers’ requests throughout the team. Maintain the security and integrity of Service Support Computers and proprietary materials. Notify Manager and/or Director immediately of security breaches. Target areas for application software training for Service Support Group and nLive patron support team. Cross-train all backup personnel and new personnel on job responsibilities, when applicable. Maintain Call Ticket System with respect to Case and Customer information as needed. Be Professional, Polite and Courteous at all times. Meet the requirements for the daily shift with respect to on time as per the schedule Flexible to schedule change on an as needed basis, as described by Manager, with advance notice. Conduct audits of Account documentation for Project related activities. Other duties as assigned.
What We're Looking For
Skills & Knowledge:
Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication. Able to successfully operate personal computer (MS Office software), and access applications through user prompts. Able to work under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections. Strong analytical skills, Must be team, goal and results oriented. Ability to promptly answer support related email, phone calls and other electronic communications. Must be organized and detail oriented. Must display problem-solving skill, judgment, adaptabilities and the ability to learn. Must be able to read, write, speak and understand English. Must have strong communication skills, proven record of leadership, be able to work independently and be team oriented. All qualifications are an example of leadership to others in the team. Can instruct and deliver learning points to others.Physical, Mental and Environmental Demands:
Assigned duties are accomplished primarily in an office/production setting. Must be able to maneuver around an office/production setting, work at a desk/work station and respond to written and oral cues. Must have the manual dexterity to operate a computer and other necessary office/production equipment. May be required to bend, reach and lift up to 25 lbs. Must be able to work in a fast paced environment and handle several tasks at one time. Must be self-motivated and self-disciplined. Must be a creative, forward, positive thinker. Excellent communication skills with an emphasis on upward communication to management. Must be able to maintain confidentiality of information regarding the company, company products and employee information. Must be willing to work extended hours, work any shift, and variable work shifts, holidays. These shifts are primarily Swing and Grave shifts. Maintain proper grooming and/or dress code. Compliant to company policies applicable to role.Experience & Qualifications
Requires a high school diploma. Advanced learning desirable Prefer at least 1-3 years of experience in supporting and troubleshooting in a Call Center application support to end-users or 1-3 years’ experience in technical support and diagnostic experience (software and hardware) in a customer contact center environment/call center management.-
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