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Manager Customer Support
Bally Technologies
Reno, NV, United States
Job Details - this job has expired, please see similar jobs below
The person in this position ensures timely support of all Bally Technologies’ software applications and hardware by supervising a team of functional and/or technical product specialists. Efficiently and effectively handle customer service inquires. Provides prompt resolution to all support related calls.
Essential Duties and Responsibilities:
• Implement innovative staffing and scheduling models for guaranteed coverage while maintaining reasonable costs
• Trains, develops and coaches support personnel
• Conduct training sessions for a variety of team members to improve product knowledge, troubleshooting techniques or any other areas to improve overall customer experience
• Document processes and procedures
• Analyze support team’s performance through various statistical and reporting methods
• Direct the department for improved support, performance, reliability and manageability for software applications and their interfacing products.
• Identifying and implement any opportunities to be cost effective
• Manage the deployment of software application related patches to provide stability in a variety of environments
• Regular meetings to review support plans, team assignments, task completions, and implementations.
• Conduct effective performance evaluations and reviews on yearly basis
• Mentor underperforming individuals through appropriate channels and help the resource execute proper career development plans
• Reviewing application issues at regular intervals with other key departments such as Product Management, Development and Technical Services
• Assign personnel to various work projects and direct their activities in line with project goals and department objectives while decreasing the Service Request backlog. reducing the average days open and contributing to overall customer satisfaction scores
• Assist in project planning and deliverables, organizing work; monitors performance, and report status
• Approve or deny any variables that would affect the day-to-day operations like time offs, managing resources, assigning shift timings etc.
• Reviewing, approve, carrying out controlling changes to customer’s environment to further stabilize their systems
• Ensure that all the applications and hardware related issues are resolved and closed in a timely manner
• Monitor the day to day availability of customer applications and infrastructure services, ensuring that proper uptime is maintained
• Manage key members of the Support team and their associated activities to ensure that best services are delivered to customers by monitoring service logs, escalations, tickets and customer satisfaction scores
• Assign newly escalated Service Requests
• Follow up on day to day progression of open/pending Service Requests
• Participate in both internal and external conference calls related to Service Request resolution or product functionality
• Work on specific issues at discretion that is otherwise too time consuming for day to day support team members.
• Provide backup for other Support Managers when on vacation or out sick
◦ Function as a liaison to India Support personnel, keeping them utilized, efficient and aware of business and customer related changes as pertinent
Position Requirements
Qualification Requirements:
Training and/or Experience:
• Flexible schedule to accommodate a 24/7/365 industry; weekends, holidays and odd hours may be required
• 5 years of experience in a technical capacity related to the computer field, customer service, or casino operations
• Strong client-facing and communication skills via phone, email, messenger and occasionally in person
• Proficiency in English
• Customer service orientation
• Must be able to obtain and hold Gaming Registrations/Licenses for various jurisdictions
• Ability to travel is required. 15% travel is to be expected
• Display a positive can-do attitude.
• Be supportive of management decisions but offer up alternatives and suggestions in an appropriate forum when you disagree.
• Set the example for the Support team members. Be the leader setting a tone of professionalism and teamwork.
Knowledge, Skills and Abilities:
• Excellent troubleshooting skills
• Ability to multi-task in a high pressure, fast paced environment and switch assignments at a moment’s notice
• Universal knowledge of Bally software applications
• Background in one or more of the following technical requirements: SQL Server, SQL Reporting Services, Database Administration, Java, C#, C++, Unix, AS400, and Microsoft applications knowledge preferred
• Ability to train other employees and mentor as necessary
• Display functional and technical capabilities to support more than one Bally product
• Creation of advanced database queries that can be run in a safe manner to preserve data integrity
• Ability to install server and client related software components safely in live production environments
• Ability to install minor fixes and service packs safely in production environment.
• 7 years of experience working with Bally related software
Education:
• Bachelor’s degree or equivalent customer service, gaming or IT experience
Working Conditions:
• The work conditions are representative and typical of similar jobs in comparable organizations
(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.