Customer Service Specialist

About the role

As a Customer Service Specialist at IGT, you will play a crucial role in delivering exceptional support to customers through various channels. Your responsibilities will include troubleshooting technical issues, guiding customers through product functionalities, and documenting interactions to ensure a seamless experience.

You will work closely with internal teams such as Product and Engineering to enhance product quality and service delivery. Success in this role involves not only resolving customer issues but also identifying trends and sharing feedback to drive continuous improvements.

The starting salary ranges from $39,060 to $53,715 USD, with potential adjustments based on qualifications.

Skills that matter here

• customer service: This role requires delivering exceptional support and maintaining a customer-first mindset.
• technical support: You will troubleshoot and resolve software and hardware issues to assist customers.
• Microsoft Office: Proficiency in Microsoft Office is essential for documentation and communication purposes.

Who this role suits

• A candidate who thrives in a customer-focused environment and possesses strong communication skills.
• Someone with experience in technical support or help desk roles, comfortable with troubleshooting.
• An individual who can prioritize tasks effectively while maintaining attention to detail.

From the employer

What You'll Do

• Deliver exceptional customer support through phone, email, and ticketing systems.
• Troubleshoot and resolve software and hardware issues, escalating complex problems when needed.
• Guide customers through product functionality, transactions, and issue resolution with professionalism and empathy.
• Document customer interactions, support activities, and resolutions accurately.
• Create and maintain knowledge base articles and product support documentation.
• Partner with Product, Engineering, and other internal teams to improve product quality and customer satisfaction.
• Identify trends and share customer feedback to help improve products, processes, and service delivery.
• Ensure the confidentiality and security of customer information while adhering to company policies and regulatory requirements.
• Contribute to continuous process improvements and support special projects as assigned.

What We're Looking For

• High school diploma required; bachelor's degree preferred.
• 1+ years of experience in a customer service, help desk, or technical support environment.
• Strong communication skills with a customer-first mindset.
• Experience troubleshooting software or application-related issues.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to prioritize multiple tasks while maintaining attention to detail.
• Strong analytical and problem-solving skills.
• Comfortable working independently and collaborating with cross-functional teams.

What We Offer

• Starting compensation range is $39,060 - $53,715 USD with flexibility to adjust higher or lower based on qualifications.
• Discretionary bonus opportunities.
• Comprehensive health, dental, and vision coverage.
• Paid time off and wellness programs.
• Tuition reimbursement.
• 401(k) with company contributions.
• Additional benefits including disability coverage and identity protection.