Position Overview
Come join one of Nebraska’s fastest-growing skill game companies! This role blends customer service, remote technical support/troubleshooting, field dispatch coordination, and machine performance management. This is a dynamic and fast-paced environment that requires strong verbal and written communication skills with the ability to multitask and problem solve. The position demands critical thinking and quick decision-making skills.
Core Responsibilities
Inbound Technical Support/Customer Service
- Answer and manage inbound technical support calls, texts, and messages from location operators, players, and internal field technicians for all components related to skill-based game machines, including computer systems, software, and hardware.
- Conduct thorough remote diagnostics over the phone or via remote access tools, navigating end-users, location employees/operators, or field technicians with step-by-step instructions to diagnose, install, modify, or resolve machine errors, bill validator issues, software faults, and TITO ticket problems.
- Readily identify the most common problems with components such as network connectivity issues, arcade game controls, bill acceptors/validators, printers, ID scanners, and audio systems.
- Accurately document every service interaction such as caller information, machine details, error descriptions, troubleshooting steps taken, and resolution status within our service management system.
- Communicate with technical support staff from game developers, partnered companies, and contractor companies to resolve escalated issues.
- Display outstanding technical and professional service skills at all times.
Dispatch & Field Coordination
- Escalate unresolved cases to field technicians with priority classification based on machine downtime impact and operator urgency.
- Coordinate field dispatch for all service calls that cannot be resolved remotely, assigning the appropriate field service technician based on territory, skill level, parts availability, and response time targets.
- Maintain real-time awareness of field service technician schedules and locations to optimize dispatch efficiency and minimize machine downtime across the fleet.
- Communicate estimated arrival times and repair status updates to operators throughout the service process.
- Follow up on all dispatched calls to confirm resolution, document outcomes, and close work orders within the service management system.
- Perform follow up with location operators, field service technicians, and customers to ensure issues were resolved in a timely manner.
Machine Health Monitoring
- Proactively monitor and resolve connectivity, error logs, and performance data with Local Area Networks (LAN) and Wide Area Networks (WAN), identifying machines showing early signs of failure.
- Generate and distribute weekly updates, flagging locations with chronic issues, excessive service call frequency, or declining uptime metrics.
- Update redemption terminals and enable skill machine components with new firmware, software, patches, and operating system releases as they are available and when directed.
Operator Relationship Support
- Build familiarity with each operator location's machine configuration, history, and any recurring issues, enabling faster and more personalized support interactions.
- Provide basic operational guidance to new operator staff on machine startup, cash collection, daily ticket reconciliation, and first-level troubleshooting they can perform themselves.
- Communicate operator concerns beyond technical matters such as billing, contract questions, and placement changes to the appropriate department/team member promptly.
Compliance and Documentation
- Support regulatory compliance by ensuring all remote-access activities and machine changes are documented in accordance with company policy and Nebraska skill game requirements.
- Assist with drafting training manuals and technical support scripts as requested.
- Assist with any other projects or tasks as needed.
Qualifications
Required
- High school diploma or GED.
- 2+ years technical support, help desk, or customer service experience, preferably in a hardware, electronics, gaming, vending, or similar equipment-focused environment.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly and calmly to non-technical audiences, often under stressful circumstances.
- Highly organized, detail oriented, and capable of managing multiple open service tickets simultaneously.
- Willingness to work a rotation on-call schedule that includes evening, weekend, and holiday availability.
- Must be able to train on-site with a technician for 4 to 8 weeks to gain all necessary skills needed to support a large variety of game systems, both PC based, and cabinet based.
- Must be able to travel for periodic in-person training with a technician when new game systems/models are introduced.
Preferred
- Associate’s degree in electronics, IT, or a related field.
- Prior experience supporting gaming machines, kiosks, ATMs, vending equipment, or similar electronic devices.
- Experience with field service management software (e.g., ServiceMax, FieldAware, Zendesk, or similar dispatch/ticketing platforms).
- Familiarity with Nebraska electronic skill game operations or Banilla Games/Winners Nebraska equipment.
- Bilingual (English/Spanish) is a plus and will receive higher wages.
What We Offer
- Competitive hourly or salary compensation with on-call differential pay.
- Health benefits, paid time off, and paid holidays.*
- 401(k) matching*
- Remote/hybrid work flexibility during standard business hours.
- Company-provided hardware and software for remote monitoring and dispatch functions.
- Technical training on all company distributed game machine platforms and company utilized software.
* Waiting period may apply
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Omaha, NE 68106
