What are the responsibilities and job description for the Technical Customer Support Tier 1 position at Banilla Games?
Job Title: Technical Customer Support Tier 1
Department: NC Customer Support
Location: Ayden, NC
Reports To: Customer Support Lead
Status: Non-Exempt
WHO WE ARE: Banilla Games, Inc., headquartered in Greenville, North Carolina, designs, develops, and distributes products for various board, skill, redemption, and amusement game markets. Banilla Games is licensed to sell its products in Georgia and Washington. Our team’s dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry.
Banilla Games shares a common owner with Grover Gaming, Inc., which Glassdoor recently ranked second in its Best Places to Work 2022 list among companies across the US with less than 1,000 employees. Further, Grover Gaming is a 3-year recipient of the Inc. 5000 award, which recognizes the fastest-growing privately held companies in the United States. Both the Banilla Games and the Grover Gaming teams work every day toward building a strong foundation of humble, passionate people, effective processes, and superior products.
SUMMARY: A Technical Customer Support Tier 1 Representative will act as a liaison, provide product/services 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.
QUALIFICATIONS: 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 the essential functions.
RESPONSIBILITIES:
- Understand company Mission, Vision, and Values and be an ambassador of MVV.
- Responsible for using company resources to field customer requests from locations, customers, or market employees while documenting the relevant store information and details of the issue.
- 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, 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.
REQUIREMENTS:
- Excellent written and verbal communication
- Strong organizational skills and attention to detail
- 1 year experience in Customer Service/Technical Support role
- Experience taking detailed notes in the moment, writing and executing detailed and accurate replication plans
Preferred Qualifications:
- 1 years experience in customer service or help desk
- 1 years experience with multi-line telephones, online ticketing systems, and personal computers
- Advanced skills with Microsoft suite
- Zendesk ticketing experience
- Netsuite experience
WORK ENVIRONMENT: The usual work environment is typical of an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the 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: The physical demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While working as Customer Support, 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 ability to adjust focus.
This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.