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Senior Associate Online Support

at WMS Industries

Posted: 2/2/2019
Job Reference #: 20439

Job Description

Job ID #: IRC15347


Austin, TX

Functional Area:

Customer Service

Position Type: Full Time Regular

Business Unit: Social

Position Description

The Senior Associate Online Support Social Gaming will provide support to improve customer experience, document and track user reported issues, and improve general user sentiment. The Senior Associate Online Support Social Gaming will perform a variety of daily tasks within a structured support system to best serve a variety of customer values and needs.

Essential Job Functions:

• Read, review, respond, and document user reports, reviews, and support tickets regarding all social casinos related questions and concerns via Zendesk support system, Google Play Store, Facebook Communities, iTunes Marketplace, and other means of communication
• Dutifully and regularly perform responsibilities with autonomy when manager unavailable
• Adapt to customer needs to provide top quality support for both technical and non-technical issues
• Work with Support Manager to outline useful tools and procedures such as: automatically generated responses, guided instructions, and detailed outlines for handling a varying degree of common customer issues in a large volume
• Moderate and direct customer accounts when taking care of our entire customers population.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Perform detailed inquiries and summaries of user narrations for Quality Assurance review
• Work with Support Manager to develop standardized and improved responses and templates to common customer inquiries.
• Maintain minimum user satisfaction rating of 80%
• Individually respond to 1000+ inquiries per month
• Utilize and understand technical features of Zendesk support system
• Research and review competitor services for methods of improvement
• Moderate and address concerns on social media

Position Requirements

High School Degree

Preferred Experience
: At least 3 years of customer service or related experience

Knowledge, Skills & Abilities

• Strong verbal and written communication skills.
• Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
• Resolving conflicts and interpersonal skills
• Quality focus
• Working knowledge of Microsoft office products
• Product & market knowledge, a willingness to expand one's knowledge by learning game-specific issues and potential 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.
• Basic web and server coding preferred but not required
• Casino/ slot gaming experience and expertise

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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