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Senior Customer Solutions Specialist

January 13, 2013 - March 28, 2013
Location:Las Vegas, NV
Salary Range:TBD
Benefits:Please see Benefit Page
Employment Type:Full Time
Department:Customer Service (Games)-550200
Description:This position is responsible for providing superior first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot, and resolve specific product related issues while maximizing customer satisfaction. Position will work closely with management team, R&D and engineering to resolve complex escalated issues. This position will respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required.

The Customer Solutions Specialist will also provide non business hours telephone support to existing accounts on a rotating schedule. The position performs additional tasks or complex projects to improve overall productivity, efficiency and level of service, as assigned. This position also requires the proven ability to act autonomously at all times while adhering to overall department and company policies and procedures.
Duties:•First level customer support
Function as a subject matter expert on Konami games - provide a high level comprehensive understanding of product support documentation.
Analyze, classify, track, investigate, research and resolve all assigned support/service problems and issues in a timely, effective manner. Ability to work directly with high level casino technicians.
Facilitate prompt, open, complete and direct communication with customers. Ensure Konami and customer expectations are aligned.
Coordinate and performs specific activities involved in the installation/ removal/ conversion/PM of Konami games.Coordinate specific activities involved in the installation/ removal/ conversion/PM of Konami games.
Prepare FAQ's, Knowledgebase articles, upgrade notes, how-to documents and other high level support documents.
Effectively utilizes customer support soft skills to maintain a superior working relationship between
KGI and its customers and partners.

•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 both complex and high level issues with diplomacy, tact and professionalism.
Escalate critical issues to management in accordance with prescribed policies and procedures.

Assist with training junior team members
Assist with knowledge management – contribute o procedure/policy development.
Troubleshoot and train Konami and casino techs on Progressive and other networked devices.
Qualifications:Associates/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.

5 years plus of experience in customer service, IT help desk, and/or call center support. Gaming or casino technical support experience preferred. Technical client service skills which include networking, computer operation, hardware and software troubleshooting. Advanced Understanding of all Microsoft Office products. Experience working with ERP, CRM, Knowledgebase, and Portal applications.

Advanced understanding of Microsoft Office products, ERP, and CRM. Must be an effective communicator with the ability to provide persuasive responses and give resolutions to customers under difficult circumstances. Capability of learning new software applications quickly. Ability to successfully train and mentor others on technical issues and troubleshooting.

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