Product Support Specialist, eGaming

Job Type

Full-time

Description

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.

Position Summary

We are looking for a strong technician with gaming experience to support our e-Gaming New Product Development and Sales departments. This dynamic position will interact with internal and external clients from across the country. Local candidates in Las Vegas, NV only.

Primary Roles and Responsibilities

• Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Dispatches calls to field engineers when on-site repair activity is required and approved by management.
• Ability to work through calls with above average first call resolutions.
• On-site installations and support required when needed.
• Assist customers on the configuration and programming of Arrow equipment.
• Assist Systems Integration on the configuration and programming of Arrow equipment.
• Assist Systems Integration with testing and repair of PC and networking-based equipment.
• Assist Production on the configuration and programming of Arrow equipment.
• Technical training on Arrow equipment for distributors and new employees.
• Assist with writing and reviewing technical manuals and web updates for new equipment.
• Exceed customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers when needed.
• Will be required to cover after-hours support calls as part of a weekly rotation.
• Other duties as assigned by management.

Requirements

Experience and Education