Technical Customer Support - Tier 1

Technical Customer Support Representative

A Technical Customer Support Representative will act as a liaison, provide product/service 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.

Responsibilities:

• Understand the company Mission, Vision, and Values and be an ambassador of MVV.
• 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 request.
• Utilize probing questions to properly define the customer issue.
• Document and take detailed notes in the support ticketing system.
• Provide phone support and remotely dial into location servers and devices to provide support for our products.
• Capable of hardware troubleshooting for all company devices and platforms.
• Troubleshooting Windows & Linux-based devices.
• Must be working in tandem with team members, field technicians, and developers.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Participate in daily tasking projects.

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 essential functions.

Requirements:

• Willingness and ability to work afternoons, nights, and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette, as well as oral and written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills
• 1+ years experience in customer service in a technical support role.
• 2+ years of experience with computer operations, including networking, hardware, and software.
• Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.
• Ability to take detailed notes at the time of customer interactions and during daily tasks.
• Ability to execute detailed and accurate replication plans.

Work Environment:

The usual work environment is typical of an office environment, but reasonable accommodations may be made to enable individuals with disabilities to perform their 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:

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 the ability to adjust focus.

We are Grover Gaming! At Grover Gaming, we build entertainment experiences that excite and inspire. From innovative electronic games to mission-driven partnerships, our work powers charitable gaming across the country, helping nonprofits fund the causes that matter most. We believe in doing what you love and doing it with purpose. Our team of innovators, creators, and problem-solvers is shaping the future of charitable gaming. Together, we are #playingitforward by building community, impact, and opportunity.

Why Grover Gaming?

• Join a passionate team in one of the most exciting sectors of the gaming industry
• Be part of a mission-driven organization that supports charitable causes
• Competitive salary and benefits
• Opportunities for advancement and growth
• A culture built on innovation, integrity, and service

Don't meet every requirement? Studies show that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Grover Gaming, we know that creativity, passion, and different perspectives are what make our games and impact truly special. We welcome people from all backgrounds and experiences. If this role excites you but your experience doesn't match every qualification, we still want to hear from you. You could be exactly the teammate we need!