Advanced Product Specialist Job at Light & Wonder
Gaming:
Welcome to the world of land-based gaming. Light & Wonder’s gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
Essential Duties and Responsibilities:
- Provide first level contact and convey resolutions to customer issues
- Supports and troubleshoots customer and employee problems to determine if the problem is hardware, software, or procedural
- Provides functional and technical support for business applications usage, walking customers through problem solving process
- Properly document customer interactions while routing and redirecting problems to correct resources
- Escalates problems to appropriate resource and follow-ups to ensure resolution to customer satisfaction
- Follow up with customers, provide regular updates and see problems through to resolution
- Updates knowledge base on a regular basis
- Maintains a thorough understanding of the product methodology and functionality of the systems
- Utilize excellent customer service skills, defuse difficult customer situations and exceed customers’ expectations
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Qualifications
Education
- Bachelor’s degree or equivalent customer service, gaming or IT experience
Years of Related Experience
Years of experience 2 to 5 years
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, 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, and ability to adjust focus working with computer and business equipment.
Work Conditions
Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG 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 SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG 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.
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.
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