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Application Technical Specialist II- Accounting

November 30, 2012 - March 25, 2013
Location:Las Vegas, NV
Salary Range:TBD
Benefits:Please see benefit page
Employment Type:Full Time
Department:Customer Service (Systems)
Description:This position is responsible for providing first point of contact application support for customer service and support. Work is moderate in scope and complexity responding to customer reported casino accounting problems with slots and tables, operational issues, questions and customer requests for product improvements. This position is responsible for period travel to customer sites providing on-site support during new implementations.

The Application Specialist - Auditor (TSS II) will also provide periodic non-business hours telephone support to existing accounts on a rotating schedule. The position performs additional tasks or projects to improve overall productivity, efficiency and level of service, as assigned. This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
Duties:• First point of contact for customer support
• Analyze, classify, track, investigate, research and resolve all assigned support/service problems and issues in a timely, effective manner.
• To be a subject matter expert and become proficient on Konami systems and provide a comprehensive understanding of product support documentation.
• Facilitate prompt, open, complete and direct communication with customers. Ensure Konami and customer expectations are aligned.
• Must be an effective communicator with the ability to persuasively responses and give resolutions to customers in an efficient manner.
• Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.
• Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution
• Must be able to obtain and retain gaming licensure..
• Non business hours telephone support
• Provide non business hours telephone customer support on a rotation.
• Answer all incoming calls and enter them into Konami’s CRM system.
• Handle complex or immediate issues with diplomacy, tact and in a professional manner.
• Escalate critical issues to the Manager of Customer Support in accordance with prescribed policies and procedures.
• On-site support
• Travel to customer locations and provide on-site support of the product.
• Set up and configure the software products and related hardware peripherals for use and implementation.
• Extend customer employee knowledge after all the slot hardware components are installed on-site.
• Provides specialized support for certain knowledge-based areas of Konami’s products. This includes audit, accounting, marketing, table games, slot operations, data analysis and other areas of need.
Qualifications:Bachelors Degree with emphasis in a technical field is preferred or a comparable combination of experience and education. Degree or certification in Gaming-related field highly preferred.

2 to 4 years of experience in service oriented department. Gaming or casino application support experience preferred. Customer support skills which include working with casino management accounting applications, experience in Class III gaming industry and regulatory compliance.

Basic understanding of Microsoft Office products. Basic understanding of programming logistics and structure. Database knowledge desired. Software application support skills.

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