Systems Support Specialist II

KONAMI GAMING INC•Las Vegas, NV

2d•$60,000 - $65,000•Onsite

About The Position

Konami Gaming is looking for a Systems Support Specialist II to join our team! The Systems Support Specialist II is responsible for providing general application support for the SYNKROS casino management system. The main objective is to respond and resolve any work stoppages to maintain a positive customer experience. This position is entry level technological and SYNKROS knowledge. Primary responsibilities for this position would be: • Clarifying issues reported by customers. • Escalating issues to appropriate teams after research and testing are conducted and provided. • Analyzing those issues to find an acceptable solution for the customer. • Resolving in a manner that fully describes the steps to solve the issue. • Educating team members by sharing newfound information to improve responsiveness. • Traveling to customer sites providing on-site support during new implementations. Secondary responsibilities for this position would be to travel to customer sites providing on-site support during new implementations, working non-business hour telephone support to existing customers on a rotating schedule. This position performs additional tasks or projects to improve overall productivity, efficiency, and level of service, as assigned. What you'll be doing: Function as the first point of contact for customers in relation to technical application support. Analyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner. Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on reporting, analysis, and Business Intelligence. Displays a comprehensive understanding of product support documentation. Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up. Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards. Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems. Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution. Provide non-business hours with telephone customer support as delegated by management. Answer incoming calls and document them in Konami’s CRM system. Handle complex or immediate issues with diplomacy, tact, and in a professional manner. Escalate critical issues to the Systems Support Manager in accordance with prescribed policies and procedures. Travel to customer locations and provide on-site support for the product to customer specifications. Setup and configure software products and related hardware peripherals for use and implementation. Extend customer employee knowledge after all the games hardware components are installed on-site. Performs other related duties as assigned. Konami Offers 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 About Konami Gaming, Inc.: For Players. For Operators. For Each Other. Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation. A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.

Requirements

High School diploma or GED equivalent required.
3+ years of experience in a service-oriented department.
Gaming or casino application support experience is preferred.
Customer support skills which include working with casino management accounting applications, experience in Class III gaming industry and regulatory compliance.
Ability to communicate professionally and efficiently, both verbal and written with all levels of the business.
Must be able to obtain and maintain Gaming licensure(s).
Basic understanding of Microsoft Office products.
Basic understanding of programming logistics and structure.
Database knowledge and network basics are desired.
Software application support skills.
Must be able to handle complex or immediate issues with diplomacy, tact and in a professional manner.
Minimal travel necessary. 0-40%, or as business requires.
Employee must be flexible to the travel needs of the business.
Must possess a valid driver’s license.
Full-time / 40+ hours per week.
Must be flexible to work overtime, including nights, weekends, and holidays as required.
Support is open 24/7, 365 days a week.
In this role you must be flexible to work any day of the year, including holidays.
Moderate travel will be necessary. 30-40%, or as business requires.
Las Vegas, Nevada residents ONLY.
Remote and/or relocation is not available for this role.
Must be comfortable working in an area with limited working space for long hours with the ability to remain seated at computer terminal for extended periods of time.
Extreme repetitive motion using keyboard, mouse, and telephone.
Must be able to work at assigned location to enable direct communications and interactions with team members, management, and others as necessary, unless traveling for a business-related purpose.
Ability to work effectively and efficiently in a high-stress, fast-paced, and high-pressure environment while maintaining high standards of accuracy, paying attention to detail, and meeting assigned deadlines.
Demonstrates high integrity, trust, and strict confidentiality.
Ability to maintain excellent communication and a positive, respectful, and professional attitude and relationship with clients, employees, peers, co-workers, all levels of management, and all outside organizations conducting business or otherwise interacting with the company.
Ability to always act autonomously while adhering to overall department and company policies and procedures.
Position shall work primarily in a smoke free office environment.
The noise level is low to moderate.
Position shall maintain a cubicle or office in close proximity to other cubicles and offices.
Position may be required to attend trips to casinos, tradeshows, or as needed.
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality.
Must be able to tolerate areas containing secondhand smoke.

Nice To Haves

Bachelor’s Degree with emphasis in a technical field is preferred or a comparable combination of experience and education.
Degree or certification in Gaming-related field highly preferred.

Responsibilities

Function as the first point of contact for customers in relation to technical application support.
Analyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner.
Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on reporting, analysis, and Business Intelligence.
Displays a comprehensive understanding of product support documentation.
Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up.
Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards.
Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.
Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution.
Provide non-business hours with telephone customer support as delegated by management.
Answer incoming calls and document them in Konami’s CRM system.
Handle complex or immediate issues with diplomacy, tact, and in a professional manner.
Escalate critical issues to the Systems Support Manager in accordance with prescribed policies and procedures.
Travel to customer locations and provide on-site support for the product to customer specifications.
Setup and configure software products and related hardware peripherals for use and implementation.
Extend customer employee knowledge after all the games hardware components are installed on-site.
Performs other related duties as assigned.