Job Title: Tier 1 Deployment Support Technician

Department: NC Customer Support

Reports To: Deployment Support Manager

Status: Non-Exempt

WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having more than 325 employees located in seven states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States and was recently honored with a Glassdoor Employees’ Choice Award. Glassdoor ranked Grover Gaming Number 2 in its Best Places to Work list in 2022 among companies across the US with less than 1,000 employees. Our company strives to support local communities and has helped raise over $325 Million for charities through its partnerships in charitable gaming markets.

SUMMARY: The Deployment Support Technician will act as a liaison between distributors and field techs, provide product/services information, and resolve emerging problems with accuracy and efficiency. The technician will complete scheduled and unscheduled tasks, along with network, hardware, and software troubleshooting. The technician will be responsible for investigating issues encountered during procedures and working with leadership to improve processes. They will adhere to the Customer Service Department communication model:

G – Greet in a warm, energetic way

R – Request respectfully the nature of the call

O – Offer a solution that meets the customer’s need

V – Verify from the customer that the proposed solution pleases them

E – Extend offer to help with anything else the customer needs/wants

R – Reinforce we appreciate the customer and their feedback

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RESPONSIBILITIES:

• Ambassador of Grover’s Mission, Vision, and Values
• Primary focus on Deployment phone and ticket support queues
• Communicate effectively with team members, distributors, field techs, and account representatives
• Complete Department tasking projects efficiently
• Maintain and Troubleshoot Grover hardware'software systems and network infrastructure in-person and remotely
• Identify subtle changes while verifying files and folder structures
• Utilize intuitive probing questions to fulfill customer requests
• Properly document customer requests in the support ticketing system with detailed notes and screenshots
• Reporting account creations and modifications
• Document creation and alteration of processes and procedures
• Follow up daily on requests to resolve the customer’s request in a timely manner
• Must be able to work as a team in and out of the Deployment Department

REQUIRED:

• 3 years of experience with computer operations including computer hardware, and peripherals.
• 1 year experience with Networking
• 1 year experience in Customer Service/Technical Support role
• Experience with Windows 7-10
• Experience writing and executing detailed and accurate test plans
• Excellent oral and written communication skills
• Rotational On-call
• Willingness to work nights and weekends
• Preferred
• Grover’s Electronic Pull Tab file structure and operation experience
• 1 year Experience with SQL Database language and/or Relational Database Management Systems (RDBMS)
• In Depth knowledge of Windows 10 operating systems
• Zendesk Ticketing System experience

WORK ENVIRONMENT: The usual work environment is typical of an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate with no material or weather-related hazards except those associated with travel.

PHYSICAL DEMANDS: The physical demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While working as a Technical Support Representative, the employee will be regularly required to sit, see, talk, and hear. The employee will be required to stand, use hands to finger, handle, or feel (including frequent use of manual dexterity for keyboarding), and reach with hands and arms. The employee will be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.