Job Title: Technical Customer Support Tier 1
Department: NC Customer Support
Location: Greenville, NC
Reports To: Customer Support Lead
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 400 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 $400 Million for charities through its partnerships in charitable gaming markets.
SUMMARY: A Technical Customer Support Representative will act as a liaison, provide product/services information, and resolve emerging problems that our customer accounts might face with accuracy and efficiency. As a Technical Customer Support Representative, you will troubleshoot and investigate issues on multiple gaming platforms. Our Technical Support Representatives 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:
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Understand company Mission, Vision, and Values and be an ambassador of MVV.
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Responsible for using company resources to field customer requests from locations, remote technicians or market employees while documenting the relevant store information and details of the issue.
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Utilize probing questions to properly define the customer issue.
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Document and take detailed notes in the support ticketing system.
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Provide phone support and remotely dial into location servers and devices to provide support for our products.
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Capable of hardware troubleshooting for all company devices and platforms.
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Troubleshooting Windows & Linux based devices.
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Must be working in tandem with team members, field technicians, and developers.
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Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
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Participate in daily tasking projects.
REQUIREMENTS:
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Willingness to work afternoon, night or weekend shifts and participate in on-call rotation
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Excellent oral and written communication skills
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Experience with Windows 7-10 & Linux
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Strong troubleshooting skills
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1 year experience in Customer Service/Technical Support role
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1 year of experience with computer operations including networking, hardware and software.
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Experience with SQL Database language and/or Relational Database Management Systems (RDBMS)
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Experience taking detailed notes in the moment, writing and executing detailed and accurate replication plans
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.
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