Technical Service Rep Level I

Scientific Games - Alpharetta, GA (30+ days ago)3.7


Position Summary:
This position serves as the principle point of contact between the Lottery Retailer, Lottery Sales Representative and Field Site Marketing Representatives. Their main focus will be to provide first call resolution for all Lottery Retailer needs over the phone, including but not limited to troubleshooting of technical issues. The tools used in this role will not allow TSR to perform any system level changes. They are limited to read-only diagnostic information and static knowledgebase articles designed to help resolve or escalate the customers’ issues.

Job Functions:
  • Properly identify caller issue, then guide the caller through a series of remedial steps by utilizing documented procedures over the phone
  • If unable to resolve over the phone, properly route ticket to next level support
  • Provide excellent customer service experience for all callers as outlined in the quality assurance program
  • Successfully meet departmental metrics (Scorecard)
  • Responsible for learning the hardware, software functionality, terminals including peripherals
  • Properly communicate any situations that may require escalation to Response Center/Site Level Management or, to the Service Desk Supervisor
  • Communicate directly with Operations and Dispatch departments to resolve the customers issue
  • Provide information on Arizona lotteries active games and promotions, including detailed steps on how to process transactions
  • Responsible for upholding all policies and procedures
  • Other duties as assigned
Job Requirements

Position Requirements/Qualifications:
  • High School Diploma or equivalent, call center experience preferred
  • Basic knowledge of Microsoft Office applications including Excel, Power Point, Outlook, Word, phones, computers, faxes
Skills/Abilities:
  • Excellent communication skills
  • Ability to multitask (talk and type at the same time)
  • Maintain a positive and professional attitude
  • Ability to work under pressure in a constantly changing environment
  • Attention to detail
  • Ability to type 40 wpm, minimum
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.