Product Support Tech II

Scientific Games • Alpharetta, GA

9d • Remote

About The Position

The Product Support Technician Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls. Do you consider yourself to be a flexible, customer service minded individual who is enthusiastic about helping others? Do you thrive in a low - volume, friendly , drama-free environment with low stress ? Do you enjoy working for a supportive management team that doesn’t micromanage?

Requirements

• High school diploma or equivalency.
• Less than 1 year of related experience.
• Pass an initial drug screening and criminal background check.
• Reliable to meet our attendance policy.
• Able to work from home immediately upon completion of training, using company-provided equipment.
• Required to have quiet, uninterrupted space at home to work.
• Demonstrated, High-speed internet connection (Min 50Mbps down and 10 Mbps up) with hardwire (Ethernet) connection.
• Passion for Customer Service.
• Strong verbal, written, and online communication ability (e.g. phone, email, chat).
• Probing and accurate identification of customer needs.
• Attention to detail and processes.
• Problem-solving mindset.

Responsibilities

• Supports the telephone "hotline" function.
• Directs telephone calls or written inquiries to appropriate personnel.
• May answer non-technical questions regarding company products.
• Maintains log of incoming "hotline" calls.
• Use our online knowledge base to diagnose problems, then guide the caller through documented troubleshooting steps.
• Provide an excellent customer service experience while resolving the customer’s issue.
• Meet monthly departmental metrics for quality assurance, accuracy, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED