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Customer Support Analyst

 

Category: Marketing
Status: Non-Exempt
Reports To: Director of Client Success

 

Job Description

The Customer Support Analyst will be the first point of contact for our customers, helping them navigate through technical issues, product inquiries, and providing expert guidance on our products. The Customer Support Analyst will report directly to the Director of Client Success and work closely with the Customer Support team to perform troubleshooting and service restoration wherever possible, engage others for additional support as outlined by our Customer Support Management processes, monitor alerts and events, and drive major Incident calls when required. The Customer Support Analyst will collaborate with development teams to ensure our customers have the best possible experience with our products.

 

Compensation

Starting at $20 per hour, depending on experience

 

Benefits

  • Medical
  • Dental
  • Basic Life Insurance (included with the dental plan)
  • Vision
  • Short-term Disability
  • Combo plan covering accidents, hospitalizations, and critical illnesses
  • 401k plan
  • Free on-site parking
  • Paid time off
  • Paid holidays
  • Bonus pay

 

Location

In-person in Las Vegas, NV, 89103: Reliably commute or plan to relocate before starting work (required).

 

Responsibilities

  • Produce first-contact solutions and provide excellent customer support, troubleshooting technical issues, answering product-related questions, and resolving inquiries via phone, email, chat, and support tickets.
  • Diagnose and resolve product issues, collaborating with cross-functional teams when needed to identify and address bugs, software errors, or compatibility problems.
  • Develop and maintain a deep knowledge of our products and services to provide accurate and up-to-date solutions.
  • Contribute to process improvements to enhance the efficiency of the customer support team.
  • Develop, utilize, and improve Knowledge Sheets.
  • Document and track all customer interactions, issues, and resolutions using our CRM or ticketing system.
  • Gather feedback from customers and collaborate with the product and development teams to improve our applications and customer experience.
  • Follow SOPs to maintain accurate configuration details and support Configuration Management objectives.
  • Provide ancillary support for both Change and Major Incident Management practices.
  • Provide mobile application support for Marker Trax Account Holders.
  • Respond to Marker Trax Account Holders inquiries regarding product functionality, account balances, requests for statements, billing inquiries, etc.
  • Escalate complex Account Holder issues to higher-level support or specialized teams while ensuring clear communication with the customer about resolution timelines.
  • Stay current with industry trends, game technologies, and the competitive landscape to provide relevant and informed support.

 

Skills / Experience

  • High school diploma or equivalent.
  • At least 1 year of experience in a help desk or similar IT role.
  • Familiarity with Salesforce and/or other gaming or banking platforms is desirable.
  • Knowledge of computer hardware, including desktops, laptops, tablets, and mobile phones.
  • Experience with desktop, server operating systems, and network systems, including Microsoft Windows, Microsoft Server, and Wi-Fi.
  • Extensive application support experience with Microsoft Office, including Excel.
  • Self-motivated, team player- someone that demonstrates a genuine desire to engage with both internal and external Customers and a commitment to exceeding customer expectations.
  • Capable multitasker.
  • Strong verbal and written communication skills, with the ability to convey complex technical information clearly and understandably to customers.

 

Bonus Skills / Experience

  • Knowledge of casino management systems is a plus.
  • Proficiency in at least one additional language (e.g., Spanish) is a strong plus.

 

Physical Requirements

  • Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
  • Must be able to sit at a computer for extended periods.
  • Lifting and transporting of moderately heavy objects, such as computers, and devices, may be required.
  • Must be able to hear and speak English clearly using a standard telephone.
  • Must be flexible on work hours as system emergencies arise.

 

This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time. Duties and responsibilities can be changed, expanded, reduced, or delegated by Leadership to meet the business needs of the property.

 

Marker Trax is committed to building a diverse workforce. As an equal opportunity employer, we believe merit is everything, and we consider qualified candidates without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, political views or activity, or other applicable legally protected characteristics.