Customer Solutions Specialist I (Parts)

Description

Konami Gaming is looking for a Customer Solutions Specialist (Parts) to join our team!

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 company’s ERP system to provide quotes, fill parts orders and 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 SLAs as all events are timeline driven. This position also requires flexibility to always act autonomously while adhering to overall department and company policies and procedures.

What you'll be doing:

• Provide best in class product support for Games for all customers.
• Utilize the 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
• Dispatch backup (processing service tickets and creating service calls)
• 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 3^rd 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 a 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.

Konami Offers

• Competitive Wages
• Great 401(k) plan with company match
• Comprehensive health benefits package
• Generous Company paid Holidays and Paid Time Off (PTO)
• Tuition reimbursement program

About Konami Gaming, Inc.:

For Players. For Operators. For Each Other.

Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation.

A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.

Qualifications

What we'll want you to have:

• High School Education or equivalent required. Higher Education preferred with emphasis on 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 a gaming license.  

Work Environment:

• Full time / 40 + Hours per week.  Must be flexible for overtime, including evenings, weekends and Holidays as required.
• You 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 directives, assess situations, enter into dialogue and complete tasks. Must be able to communicate verbally and write in English.
• Position should work primarily in an office environment. Position shall maintain a cubicle in close proximity of other cubicles and offices.

Konami Gaming is an Equal Opportunity Employer committed to diversity in the workplace. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.