PT Retail Spot Specialist - 1 Year Term

Western Canada Lottery Corporation (WCLC)•Rosser, MB

7d•Remote

About The Position

Imagine a support role, where you can apply your passion for technology, in an exciting industry, while delivering exceptional customer experiences. Sound interesting? Read on! WCLC is currently looking for a part-time Retail Spot Specialist to join our Retail Spot & Operations department in Winnipeg, Manitoba. This position will report to the Team Lead, Retail Spot. The successful candidate will work 21-35 hours per week with an average of 28 hours/week. About the shifts: 7 Days a week, 365 days a year Duration – 7 hours per shift Shifts between 7:00 am and 10:00 pm Applicants must be able to attend a 7 week in-office training period.

Requirements

High School or equivalent
Experience in customer service/help desk background
Working knowledge of Microsoft Office products
Excellent communication and organizational skills
Strong problem-solving skills and attention to detail
Must be able to work remotely with dedicated workspace and Internet connection

Nice To Haves

Familiarity with telecommunications and lottery equipment is an asset

Responsibilities

Demonstrate a passion for customer service, take ownership of the retailer experience and have determination to deliver a comprehensive resolution.
Provide knowledgeable technical support and troubleshooting guidance pertaining to lottery terminals and supporting equipment such as printers, digital signs, barcode readers and modems/routers.
Use analytical skills to make decisions and solve lottery ticket issues in a fast-paced work environment.
Communicate clearly and effectively, both written and verbal.
Update CRM (Service Now) with detailed information regarding retailer questions and issues.
Deliver an exceptional customer experience while staying within our support scope guidelines, following procedures.
Monitoring and management of support ticket system to ensure timely response and updates to tickets.
Employ time management and multi-tasking skills to maintain high service levels.
Follow-up with retailers to ensure initial reported support issues were successfully resolved.
Various other duties as needed.