About this role
Join Intralot as a Call Center Operator! (based in Boise, ID)
Your Role
- As a Call Center Technician, you will be part of our technical support team, providing first-level assistance to our clients in the U.S. gaming industry.
- You will handle incoming calls, diagnose and troubleshoot hardware and software issues, and ensure timely resolution in line with our service level agreements.
- Working in a fast-paced and regulated environment, you will contribute to maintaining high system availability and exceptional customer service standards.
- Primary
Duties and Responsibilities
- Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.
- Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.
- Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.
- Analyze and document incident patterns to identify trends and recommend process or product improvements.
- Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.
- Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.
- Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.
- Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.
- Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.
Assist with system testing, validation, or incident response as needed.