Customer Support Program Analyst

Gaming :

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

The person in this position supports all Light and Wonder software applications and hardware. Efficiently and effectively handle customer service inquiries.

Provides prompt resolution to all support related calls.

Essential Duties and Responsibilities :

• Provide 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
• Participates in on call rotation

Qualifications

Qualification Requirements :

Training and / or Experience :

• Flexible schedule to accommodate a 24 / 7 / 365 industry; weekends, holidays and odd hours may be required
• Three years of experience in a technical capacity related to the computer field, customer service, or casino operations
• Proven working experience in providing technical support
• Working knowledge of help desk software, databases and remote access methodologies
• Strong client-facing and communication skills via phone, email, messenger and occasionally in person
• Proficiency in English
• Customer service orientation
• Must be able to obtain and hold Gaming Registrations / Licenses for various jurisdictions
• Ability to travel is required. 15% travel is to be expected

Knowledge, Skills and Abilities :

• Excellent troubleshooting skills
• Ability to multi-task in a high pressure, fast paced environment and switch assignments at a moment’s notice
• Universal knowledge of Bally software applications
• Background in one or more of the following technical requirements : SQL Server, SQL Reporting Services, Database Administration, Java, .

NET, C#, C++, Unix, AS400, and Microsoft applications knowledge preferred

• Ability to train other employees and mentor as necessary
• Display functional and technical capabilities to support more than one Bally product
• Ability to install server and client related software components safely in live production environments
• Ability to install minor fixes and service packs safely in production environment
• Creation of complex database queries that can be run in a safe manner to preserve data integrity
• Safely manipulate data to perform data cleanup projects
• Provide adequate workarounds for software deficiencies
• Basic knowledge of infrastructure including networking, physical hardware and virtual and cloud-based solutions.
• Perform in depth data analysis to find variances and discrepancies
• Execute Bally product upgrades in production environments either remotely or onsite
• Perform and troubleshoot database related maintenance tasks to keep databases operating efficiently
• Fill in for other departments with similar skill sets
• Ability to support multiple Bally products
• Ability to support multiple products
• 3.5 years of experience working with related software
• Debug Complex code breaks
• Ability to develop and deploy complex code fixes that follow necessary regulatory processes

Education :

Bachelor’s degree or equivalent customer service, gaming or IT experience

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 :

The work conditions are representative and typical of similar jobs in comparable organizations

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W 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 L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.

As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W 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.

L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class.