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Support Operations Engineer

Location: 

Las Vegas, NV, US, 89113

Requisition ID:  5048

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to Interactive and Social Gaming. With operations in more than 100 countries and a team of over 12,000 employees, we deliver world-class gaming and lottery technology.

Overview

The successful candidate will join IGT’s Service operations team and have responsibility for providing support to RGS (Remote Game Server) organization and customers.  Coordination of customer deliveries, post release testing, and software configuration.  Supporting our RGS customer base and technology, you will work in close collaboration with cross-functional teams to ensure the on-time delivery of planned product rollouts, software configuration, service reporting and ensuring incident management to contractual service level agreements. This is a remote opportunity.
 

Responsibilities

* Coordinates game delivery and actions configuration with customers and the commercial team
* Completes new customer set up and customer change requests
* Processes customer requests and enquiries in relation to RGS task requests
* Answers customers questions about product and service functionality
* Manages incident tickets to required service levels
* Makes recommendations to improve service process
* Contributes to knowledge base articles
* Completes post release testing
* Processes jackpot win verifications
* Creates and participates in customer service review meetings

Qualifications

* Computer science, service or technical qualifications or equivalent experience.
* Heavily analytical with the ability to understand and develop complex process and analysis.
* 2-5 years in a customer facing service management role
* Able to easily communicate in a customer appropriate manner
* Experience in documenting process and knowledge.
* Knowledge of desktop/mobile browser technologies
* Knowledge of Jira projects and process.
* Able to communicate complex ideas in a logical and audience-appropriate manner.

Preferred Qualifications / Experience: 
* Knowledge of digital casino game industry/terminology a distinct advantage.
* Knowledge / experience operating in a highly regulated industry.
* Typically, has 1- to 3-years of casino operations experience with a bias toward support knowledge.
* 2-5 years in a customer facing role
* Project Management experience is desirable.

 

Essential Skills:
* Excellent written and verbal communication skills in English
* Attention to detail
* Highly organized with the ability to prioritize work load and tasks
* Able to work as part of a team and collaborate on projects and tasks


Special requirements needed: 
* Must be at least 18 years of age.
* Able to obtain a Gaming License if required

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

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In addition to a competitive benefits package, we offer generous time-off plans, a 401(k) Savings Plan with Company contributions, tuition reimbursement, on-site fitness center and cafeteria, and free identity theft insurance to name a few.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.


Nearest Major Market: Las Vegas