Customer Solutions Specialist I (Parts/Service Dispatch) (Temporary to Full-Time)
About The Position
Konami Gaming is looking for a Customer Solutions Specialist I (Parts / Service Dispatch) (Temporary to Full-Time) to join our team! This position will be starting a job as a temporary employee with the potential to transition into a permanent, full-time position within the company. This position is responsible for providing world class service by demonstrating the ability to accurately answer customer questions, properly escalate technical issues and order games hardware parts and software while maximizing customer satisfaction. This position will respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required. The CS Parts Specialist I will work within our companies ERP system to provide quotes, fill parts orders, process RMAs, software requests, research parts related questions, check and forecast inventory levels. Candidate will work to become the resident expert on all parts related issues. Must adhere to specific departmental SLA’s as all events are timeline driven. This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
Requirements
- High School Education or equivalent required.
- Comparable combination of experience and education highly desired.
- 3+ years of experience in parts customer service, or technical help desk.
- Customer Service client service skills which include, understanding and referencing service manuals and engineering drawings.
- Hands on ability to use and demonstrate functional competence in Outlook, Excel, and MS Word.
- Experienced working with ERP, CRM, Knowledgebase, and incident reporting software.
- Proficient understanding of MS Windows, Outlook, Word and Excel MS Office products, ERP, and CRM.
- Ability to properly escalate issues requiring troubleshooting of games.
- Capability of learning new software applications quickly.
- Must be able to obtain gaming license.
Nice To Haves
- Higher Education preferred with emphasis in technical courses.
- Degree or certification in gaming-related field highly preferred.
- Practical slot machine technical support experience preferred.
Responsibilities
- Provide best in class product support for Games for all customers.
- Utilize company ERP system to locate and properly order parts for all games and platforms while adhering to internal department SLA’s.
- Accurately analyze, classify, track, investigate, research and resolve all parts support/service problems and issues
- Issue Game and Systems RMAs
- Ability to accurately close all part orders and service tickets by entering data into company ERP and meeting established deadlines.
- Facilitate prompt, open, complete, and direct communication with customers, technicians, and other 3rd party providers to schedule service or resolve service or parts related issues.
- Ensure Konami and customer expectations are aligned.
- Follow proper escalation path to coordinate activities, with immediate supervisor, field service staff, and/or other departments to resolve reported problems within SLA.
- Assist in coordinating the resolution of service issues involved in the repair of Konami games.
- Assist and at times prepare FAQ's, Knowledge articles; upgrade notes, how-to documents and other support documents.
- Utilize customer support soft skills to maintain a positive working relationship between Konami and its customers.
- Assist in eliminating single points of failure and creating documented plan for sustainability.
- Engage with Super User to assist with Pronto-based projects to address departmental issues.
- Participate in new Product Readiness projects or validate field replaceable spares and create documents to support the parts replacement process to or external documentation to support moving product to market.
- Answer all incoming calls and provide professional customer support on a rotational basis.
- Handle issues with diplomacy, tact, and in a professional manner.
- Escalate critical issues to management in accordance with prescribed policies and procedures.
- Actively participate in the definition of strategy that will improve service levels, making it easier for customers to do business with Konami Gaming through phone support/mgmt.
- Dispatch Service requests to Field Service Technicians
- Service Ticket Processing
- Daily report sharing
- Performs all other duties as assigned
Benefits
- Competitive Wages
- Great 401(k) plan with company match
- Comprehensive health benefits package
- Generous Company paid Holidays and Paid Time Off (PTO)
- Tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
