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Associate Manager Online Support

at WMS Industries

Posted: 3/3/2019
Job Reference #: 20433

Job Description

Job ID #: IRC15245


Austin, TX

Functional Area:

Customer Service

Position Type: Full Time Regular

Business Unit: Social

Position Description

The Associate Lead Online Support will establish and supervise the processes involved with both directing customer queries and reporting issues back to the game development teams. Assists in crafting the tone for both automated and direct responses to help heighten the level of customer satisfaction. Communicates with development teams, and others, to relay customer reported issues, concerns, and trends by generating reports utilizing information from support staff, support platform(s), and a variety of social media sources. Supervises a team of Customer Support technicians responsible for customer retention and works with them to implement methods that will reduce response time and maximize efficiencies.

Essential Job Functions:

• Supervise a team of customer support agents assigned to multiple products.
• Assist and advise in training, quality assurance to ensure that the team is meeting expectations in regards to accurate and personalized customer service.
• Situational advisement on customer resolution, as well as recognition of the staff to maintain highly motivated and engaged employees.
• Manage, establish and supervise the processes and knowledge sharing involved with both directing customer queries and reporting issues back to the game development teams.
• Assist in development and implement organized procedures, automatically generated responses and instructions, and guidelines for handling a varying degree of common customer issues in large volume using software tools such as Zendesk, GoodData and self-generated reports and tools.
• Communicates with development teams, and others, to relay customer reported issues, concerns, and trends by generating reports, utilizing information from support staff, support platform(s) and a variety of social media sources.
• Contribute in Support-QA relationship in documenting and recreating error reports with guided reproduction steps
• Advise and contribute to technical documentation on help centers to improve general user understanding of game concepts and other features on Help Center
• Responsible for weekend management, delegation and reporting of support and game systems’
• Oversee 90% of VIP support entries and discuss escalated concerns with appropriate teams for resolution
• Interpret support system data to assess workflow prioritization and recognize outstanding issues
• Assess end of day reports, interpret and produce summary of events for review
• Availability outside of working hours to assist their team or at times when an issue has been escalated that risks KPI’s or affects customers’ experience, Provide red alert notifications when necessary.

Position Requirements


• Bachelor’s degree in communications, business or related field or equivalent relevant experience

Required Experience:

• At least 4 years of customer service or related experience
• At least 1 year of supervisory experience

Knowledge, Skills & Abilities:

• Strong verbal and written communication skills.
• Ability to efficiently regulate and prioritize tasks for oneself and several employees.
• Strong technical knowledge of computers or troubleshooting computer problems.
• Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
• Working knowledge of Microsoft office products, and customer support or customer relationships systems
• A willingness to expand one's knowledge by learning game-specific issues and fixes for an extensive library of existing products.
• The ability to explain complex technical terms in the simplest form to assist customers with questions/troubleshooting in areas in which they may not be familiar.

Preferred Experience:

• Experience in Social Gaming
• Experience with Zendesk


Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and 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.

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