Technical Support Specialist

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This is NOT a remote position

Job Summary

Reporting to the Technical Support Manager, the Technical Support Specialist is responsible for providing technical customer support for AGS' Class II and Class III gaming operations for customers located in the United States, Canada and Mexico. This position requires, but is not limited to, software and network troubleshooting, logging of trouble tickets in a ticketing system, and dispatching Field Service personnel when required.

Responsibilities

• Answer incoming calls for technical support from customers or Field Service technicians
• Record customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineering's trend assessments
• Properly prioritize tickets depending on level of severity and upscale when required
• Walk customer and / or field technicians through resolving trouble software or hardware issues over the phone or on-site
• Answer customer and / or field service technician's questions on hardware issues, basic AGS system operation or reporting procedures.
• Follow up with customers and / or field service technicians until trouble issue is resolved successfully.
• Act as the liaison between field services personnel and engineering when needed.
• Dispatch field personnel depending on need determined by the issue called in.
• Contribute and maintain information stored in the knowledge base system for commonly occurring problems.
• Provide support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
• Provisions support and / or Overflow for CSC (Customer Service Center) with internal or external customer calls and / or Astea Requests

Skills and Requirements

Note : All offers are contingent upon successful completion of a background check

Seniority level

Employment type

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Inferred from the description for this job

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