Product Support Tech II

Scientific Games: Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward. Position Summary The Product Support Technician Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.   Candidates for this position MUST live near Atlanta, GA. Do you consider yourself to be a flexible, customer service minded individual who is enthusiastic about helping others?    Do you thrive in a low - volume, friendly , drama-free environment with low stress ?   Do you enjoy working for a supportive management team that doesn’t micromanage?     Job Duties:   Use our online knowledge base to d iagnose problems , then guide the caller through documented troubleshooting steps   Provide an excellent customer service experience while resolving the customer ’ s issue   M eet monthly departmental metrics for quality assurance, accuracy, etc.   Skills:   Passion for Customer Service   Strong verbal , written , and online communication ability ( e.g. phone, email, chat)   Probing and accurate identification of customer needs   Attention to detail and processes   Problem-solving mindset   Location: Candidates must live near our corporate headquarters in Alpharetta, GA for training and occasional meetings onsite. The position will be remote after 1 Week training in Alpharetta, GA   Conditions of Employment :   P ass an initial d rug s creening and criminal background check   Reliable to meet our attendance policy    Able t o work from home immediately upon completion of training, using company-provided equipment   Required to have quiet, uninterrupted space at home to work. Demonstrated, High-speed internet connection (Min 50Mbps down and 10 Mbps up) with hardwire (Ethernet) connection.    Supervisory Responsibilities This position has no supervisory responsibilities. Job Level Description Demonstrates ability to learn and support several aspects of function. Handles routine activities. Qualifications Education Must have a high school diploma or equivalency. Years of Related Experience Years of experience Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. Work Conditions Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.  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 for EEOC Poster .