Customer / Technical Support Specialist

Responsible for providing customer service and Technical Support related to computer systems, hardware, or software. Respond to queries, run diagnostic programs, isolate problems and implement solutions. Must have strong verbal communication and excellent customer support skills. Multitasking and problem-solving skills are essential. Ability to work in a fast-paced environment.

Primary responsibilities

• Provide technical assistance and support for incoming queries via phone, text, and email for issues related to computer systems, software, and hardware.
• Respond to calls and text messages from customers or Field Technicians seeking help.
• Provide direct end-user support with problem-solving processes including skill game malfunctions and redemption machine / payout issues.
• Respond to calls from location operators reporting machine malfunctions.
• Ask questions to determine the nature of the problem.
• Coordinate with Field Technicians to resolve issues that need hands-on repair.
• Install, modify, and repair computer software remotely or walk Customers or Technicians through installing / modifying hardware.
• Run diagnostic programs to resolve problems.
• Maintain daily performance of computer systems and remotely monitor location equipment and software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).
• Responsible for updating kiosks with new firmware and Operating System releases as they are available.
• Monitor a server environment to ensure connectivity of devices.
• Follow up with customers to ensure the issue has been resolved.
• Write training manuals.
• Train computer users.
• Assist with any other projects or tasks as needed.

Duties

Technical Support Personnel must be able to maintain, diagnose, and repair both mechanical and circuitry issues in arcade/skill based game machines. This can involve troubleshooting over the phone or remote desktop applications. Coordinate with Field Technicians to keep machines in proper order and carry out various diagnostic tests. Support Personnel need to be able to readily identify the most common problems with components such as network connectivity issues, arcade game controls, bill acceptors/validators, printers, ID scanners, and audio systems.

Technical Support personnel may be contacted by end-users, location employees/owners, or Field Technicians to diagnose or resolve minor malfunctions as well as major malfunctions. The Technical Support Personnel must keep detailed records of every call and repair. The position must display outstanding technical and professional services skills at all times.

Technical Support personnel will require strong customer service and communication skills, as they will be working with a variety of businesses. The position requires critical thinking, operations monitoring and decision making.

Technical Support Personnel must be able to train on site with an Technician for 4 to 8 weeks to gain all necessary skills needed to support a large variety of game systems, both PC based, and cabinet based. Technicians must be able to train periodically with a Technician when new game systems/models are introduced.

Schedule:

• Full Time, 40 hours - 8:00 am - 4:00 pm / 4:00 pm - 12:00 am, Monday - Sunday

Experience:

• Troubleshooting: 1-3 years (Preferred)
• Customer service: 1-3 years (Preferred)
• Technical support: 1-3 years (Preferred)
• Windows: 1 year (Preferred)
• Help desk / call center experience (Preferred)
• Bilingual (English / Spanish) a plus and will receive higher wages.

Work Remotely:

• Yes, but Customer / Technical Support personnel will be required to train and meet periodically in person.

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Omaha, NE 68106: Relocate before starting work (Required)

Work Location: Hybrid remote in Omaha, NE 68106