What are the responsibilities and job description for the Call Center Service Dispatcher position at TOUCAN GAMING, LLC?
About Us
Toucan Gaming is Louisiana’s fastest growing gaming and amusements provider. We’re set apart from others by our creative and ambitious team who’s focused on creating outstanding gaming experiences and developing the most profitable gaming locations. Our years of combined expertise in gaming, customer service and marketing give us the understanding and capability to put the right games in front of your customers.
Our unique total room and amusement packages further elevate the gaming experience to be unmatched by any other. Toucan Gaming uses the latest technology to offer real-time reporting, so you can watch trends and measure growth with confidence. We’re also proud to offer the fastest service response time by our local expert technicians.
Toucan’s sales and support is statewide, with offices in Shreveport and Lafayette. Whether you currently offer gaming in your business or are considering adding gaming in the future, our dedicated sales and compliance team members will be honored to help you through each step of the process.
Job Description:
· Receiving and Logging Service Requests:
They are the first point of contact for clients reporting issues or requesting assistance.
· Triage and Prioritization:
Determining the urgency and type of service request and assigning appropriate priority.
· Assigning and Monitoring Tickets:
Assigning service tickets to the appropriate technical personnel, ensuring they are worked on in a timely manner, and monitoring their progress.
· Communication:
Maintaining clear and consistent communication with both clients and technical staff regarding the status of service requests.
· Escalation:
Identifying and escalating issues to higher-level support or management when necessary.
· Documentation:
Ensuring that all service requests are properly documented, including notes, categories, and statuses.
· Following Up:
Staying on top of the status of open tickets and following up with staff and clients as necessary.
· Ensuring adherence to SLAs:
Ensuring that service requests are resolved within the agreed-upon service level agreements (SLAs).
Skills and Qualities:
· Strong Communication Skills: Ability to effectively communicate with both technical and non-technical staff and clients.
· Organizational Skills: Ability to manage multiple tasks and priorities effectively.
· Problem-Solving Skills: Ability to quickly identify and resolve issues.
· Technical Knowledge: Basic understanding of IT concepts and terminology.
· Customer Service Skills: Ability to handle client inquiries and concerns professionally and empathetically.
· Multi-tasking: Ability to handle multiple tasks and priorities effectively
· Self-starter: Capable of taking initiative and working independently
#TLAGaming
Base Pay Range:
$14.00 - $16.00
Toucan Gaming is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary : $14 - $16
