Job Description

SUMMARY/OBJECTIVE

Ditronics is a nationwide provider of ATMs, ticket redemption kiosks, cash advance, check guarantee services and related products to the gaming industry (collectively, “Gaming Services”). The Technical Support Representative II provides technical support and operational assistance to customers and assistance to patrons of Ditronics customers in the use of Ditronics services.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Respond to incoming calls from customers regarding service malfunctions of Ditronics’ Gaming Services, performs remote trouble shooting and dispatches technicians when on-site repair is required.
• Assists customers in the operation of Gaming Services.
• Assists customers in the use of and understanding the content of Gaming Services reporting systems.
• Updates patron profiles requested by customers or patrons of those customers subject to validation of the requestor.
• dispatching technicians when required.
• Remotely upgrades Gaming Services with new software releases.
• Provide customers with technician’s ETA’s for on-site repairs, updates the Ditronics Customer Relationship Management System (CRM) with repair results, and follow-ups with the customer to determine satisfaction with the performed service.
• Perform cash advance, check cashing, and other application tests immediately to confirm possible system issues and escalate immediately to the 24x7 engineering support team when tests fail.
• Re-boot applications and services in response to internal alarms.
• Performs routine maintenance activities defined by engineering on selected systems.
• Creates warehouse requests for equipment needed for Gaming Services repairs and in response to customer requests to purchase parts.
• Communicate with customers and patrons in a professional and courteous manner taking a real interest in resolving an issue and providing timely accurate responses to a question.
• Maintain composure and a courteous attitude when call volumes are high or while interfacing with an unpleasant customer or patron.
• Other assigned duties.

COMPETENCIES AND SKILLS:

• 1-2 years business experience utilizing computers systems to provide administrative or customer support service
• 1 to 2-years’ experience providing technical support services to customers for mobile devices, PC’s, or software applications.
• Actively listens; excellent communication skills; demonstrates effective business writing skills; shows excellent grasp of grammar.
• Experience utilizing computers and Microsoft Office products.
• Motivated to grow and expand their career opportunities.
• Ability to multitask.

Company Description

DiTRONICS is a national provider of funds access solutions for the gaming industry. Products and services include ATM’s, Multi-Function Ticket Redemption Kiosks, Cash Advance, Check Guarantee Services and other proprietary products designed to put cash on the gaming floor (“Products”). DITRONICS, founded in 1998, is recognized as one of the leading providers of funds access solutions in gaming and provides a “one-stop” shop for clients with its complete Product suite. Headquartered in Las Vegas, Nevada the company and has built its business based on service, technology and flexibility. DITRONICS takes pride in cultivating true partnerships with its clients.