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Form of workJob Description
My Next Career Path Staffing - With over 20 years’ experience in Technology Staffing, MNCP Staffing matches candidates to the culture of an organization as well as required skill sets.
Position Summary:
This position is responsible for providing world class service by demonstrating the ability to accurately answer customer questions, properly escalate technical issues and order games hardware parts and software while maximizing customer satisfaction. This position will respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required.
The CS Parts Specialist II will work within our companies ERP system to provide quotes, fill parts orders, process RMAs, software requests, research parts related questions, check and forecast inventory levels. Candidate will work to become the resident expert on all parts related issues. Must adhere to specific departmental SLA’s as all events are timeline driven. This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
Duties & Responsibilities:
- Provide best in class product support for Games for all customers.
- Utilize company ERP system to locate and properly order parts for all games and platforms while adhering to internal department SLA’s.
- Accurately analyze, classify, track, investigate, research and resolve all parts support/service problems and issues
- Issue Game and Systems RMAs
- Ability to accurately close all part orders and service tickets by entering data into company ERP and meeting established deadlines.
- Facilitate prompt, open, complete, and direct communication with customers, technicians, and other 3rd party providers to schedule service or resolve service or parts related issues.
- Ensure Konami and customer expectations are aligned.
- Follow proper escalation path to coordinate activities, with immediate supervisor, field service staff, and/or other departments to resolve reported problems within SLA.
- Assist in coordinating the resolution of service issues involved in the repair of Konami games.
- Assist and at times prepare FAQ's, Knowledge articles; upgrade notes, how-to documents and other support documents.
- Utilize customer support soft skills to maintain a positive working relationship between Konami and its customers.
- Assist in eliminating single points of failure and create documented plan for sustainability.
- Engage with Super User to assist with Pronto-based projects to address departmental issues.
- Participate in new Product Readiness projects, or validation of field replaceable spares and creating documents to support the parts replacement process to or external documentation to support moving product to market.
- Answer all incoming calls and provide professional customer support on a rotational basis.
- Handle issues with diplomacy, tact and in a professional manner.
- Escalate critical issues to management in accordance with prescribed policies and procedures.
- Actively participate in the definition of strategy that will improve service levels making it easier for customers to do business with Konami Gaming through phone support/mgmt.
- Dispatch Service requests to Field Service Technicians
Requirements & Qualifications:
- High School Education or equivalent required.
- Higher Education preferred with emphasis in technical courses.
- Comparable combination of experience and education highly desired.
- Degree or certification in gaming-related field highly preferred.
- 3+ years of experience in parts customer service, or technical help desk.
- Practical slot machine technical support experience preferred.
- Customer Service client service skills which include, understanding and referencing service manuals and engineering drawings.
- Hands on ability to use and demonstrate functional competence in Outlook, Excel, and MS Word.
- Experienced working with ERP, CRM, Knowledgebase, and incident reporting software.
- Proficient understanding of MS Windows, Outlook, Word and Excel MS Office products, ERP, and CRM.
- Ability to properly escalate issues requiring troubleshooting of games.
- Capability of learning new software applications quickly.
- Must be able to obtain gaming license.
Other information:
- Full time / 40 + Hours per week. Must be flexible for overtime, including evenings, weekends and Holidays as required.
- Must be comfortable working in a cubicle with limited working space for long hours with the ability to remain seated at the computer terminal for extended periods. Extreme repetitive motion using keyboard, mouse and telephone. Position can be high stress and extremely fast paced. Ability to handle directive, assess situations, enter into dialogue and complete tasks. Must be able to communicate verbally and write in English.
- Casual with occasional professional dress required.
