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Product Support Rep II

Location: 

Hyderabad, TG, IN, 500081

Requisition ID:  7516

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees. 

 

 

Responsibilities

Main Job Tasks and Responsibilities

  • Ensure Tickets are handled within SLA’s
  • L1 Tech Support experience  is Preferred
  • Knowledge of Monitoring Tools like Nagios, ELK, Op5, Grafana is preferred
  • Basic Linux skills.
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • route calls to appropriate resource
  • follow up on tickets
  • document  information according to standard operating procedures
  • Flexible to work in 24/7 shifts

Qualifications

Education and Experience

  • Bachelor’s degree or equivalent (Btech Preferred)
  • proficient in MS office
  • English language proficiency- Expert Level
  • knowledge of customer service principles and practices
  • Some experience in a  customer service environment

 

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Keys to Success

Key Competencies

  • Excellent verbal and written communication skills
  • listening skills
  • problem analysis and problem solving
  • customer service orientation
  • organizational skills
  • attention to detail
  • judgment
  • adaptability
  • team work
  • stress tolerance
  • resilience

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. 
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.