Customer Support Engineer II - Philadelphia
Company: Live! Casino and Hotel Philadelphia
Location: Philadelphia
Posted on: January 27, 2023
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Job Description:
Overview:
Why We Need Your Talents: -The Customer Support Team works directly
with Live! Team members, providing world class customer service and
support. We are the "go to" people for internal and external
inquiries. Working to resolve customer issues is our first
priority. This is an intermediate position that performs tasks
related to the repair of a variety of technology-based products
typically associated in an end-user computing environment. As a
Customer Support Engineer II you are the first point of contact for
all issues reported by both external and internal customers. This
position requires both technical and customer service skills to
diagnose and resolve the issue.
Responsibilities:
Where You'll Make an Impact:Create and/or update SOPs with other
Engineers.Perform basic to moderately complex troubleshooting and
repair activities, typically associated in an end-user environment,
including but not limited to PCs, desktops, laptops, tablets,
mobile phones, kiosks and printers.Provide support to client
identified VIPs.Respond to -management requests including
installing new PC equipment, providing end-user desk side support
and other related activities.Perform/Install/Move/Add or Change
(IMAC) activities.Perform all assigned desk-side support
activities.Display outstanding technical and professional services
skills at all times.Meet established customer service satisfaction
levels and other operational/customer service metrics as outlined
in established guidelines.Proactively communicate with the end-user
and service desk personnel regarding arrival times, repair time
estimates and status of the repair.Understand and follow all
documented service operations policies and procedures.Other duties
or certifications may be assigned to meet business needs.
Qualifications:
Skills You'll Need to Succeed:Demonstrated experience in providing
professional customer service in an IT support environment with
strong technical problem solving skills.We are a 24/7/365 business.
Candidates need to have reasonable schedule flexibility and be
aware that they may need to provide rotational after-hours
support.Ability to demonstrate a professional, mature, positive
attitude and self-confidence in accomplishing daily
tasks.Demonstrate the ability to collaboratively work as part of a
team, both within and outside the department on a daily
basis.Flexibility and ability to work within a high growth, high
stress, and fast-paced environment with changing priorities. Must
possess ability to prioritize conflicting duties and meet
established deadlines.Strong research and business writing skills
required.Must have initiative, strive for continuous improvement
and -proven ability in implementing innovative ideas or business
solutions.Excellence in communication and customer-facing
skills.Strong oral, written and interpersonal skills.Ability to
follow instructions and processes with minimal instructions.Ability
to provide various oral and written reports.Completion of projects
on time and within budget.Ability to perform assigned duties under
frequent time pressure. -A Few Must-Haves:Technical school
certification preferred or equivalent of one (1) to three (3) years
of relevant IT Help Desk or IT customer support experience.Must be
able to obtain and maintain a valid gaming license as determined by
the Maryland State Lottery and Gaming Commission for the
position.Maintain and or achieve all required OEM Certifications as
directed by Management.A+ certification is desired.Knowledge of
relevant software and hardware systems.Experience supporting
Microsoft Technologies (Office 365, Desktop Windows 10, Server
2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server
virtualization technologies preferred.Understanding of ITIL IT
support methodologies preferred - especially support for support of
processes involving ticket creation/prioritization, documentation
of problem resolutions and closing of tickets per SOP and
leadership guidance.Experience with BMC Footprints support ticket
management system preferred.May require additional
customer-specific certifications or training as required.Physical
Requirements:Sitting 25%Walking 50%Standing 25%Lifting up to 60
lbs. 60 - 100 with assistancePulling and bendingRepetitive
Keyboarding -Perks We Offer YouComprehensive health coverage for
full-time and part-time Team Members and their eligible
dependentsGenerous retirement savings options are available. -Free
uniformsFree parkingDiscounted mealsService and Attendance
bonusesTuition reimbursementDiscounts on hotels, theme parks,
travel, and more!Life at Live!24/7 high energy casino with a
culture committed to fairness, teamwork, and most importantly
FUN.Exposed to alcohol, cigarette and cigar smoke, bright lights,
and loud noises.You will work in an environment where smoking is
allowed.
Keywords: Live! Casino and Hotel Philadelphia, Philadelphia , Customer Support Engineer II - Philadelphia, Other , Philadelphia, Pennsylvania
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