Customer Service Technician I

 

CUSTOMER SERVICE TECHNICIAN I

 

JOB PURPOSE:   Provides daily support to assigned halls by performing the following duties.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned by management.

 

1. Must have ability to recognize process streamline possibilities and communicate with upper management.

2. Must know and meet all applicable GameTech policies and procedures within 90 days of hire.

3. Within 90 days of hire must pass training courses on all GameTech products within territory and all new products within 6 months of product launch date.

4. Must meet written and oral communication standards.

5. Must strive for and achieve Tech II advancement within 18 months of hire date.

6. Provides technical support to assigned halls by installing computer systems, providing initial and on-going training for hall employees, and by answering questions and solving hardware and software problems for customers both in person and over the phone.

7. Maintains all units/terminals in assigned halls by completing program changes in a timely and accurate manner, repairing/replacing non-manufacturing units, cleaning unit fans, and keeping an adequate supply of essential parts and spare terminals for repairs and replacements.

8. Performs monthly preventative maintenance by including scan disk, defrag, anti-virus, and archival activities.

9. Attends Bingo sessions at all assigned halls a minimum of twice monthly. 

10. Prepares for work by communicating with the field supervisor, maintaining planning calendar and maintaining a laptop computer and necessary tools.

11. Solves problems by handling difficult or demanding customers, making simple business decisions, and providing daily service to customers with little or no supervision.

12. Supports assigned halls by performing all programming for fixed and portable units, game levels and patterns.

13. Forwards payments to the accounting department by ensuring timely collections of payments from each charity on a weekly basis (where applicable).

14. Submits expense reports in a weekly manner by keeping accurate records of travel activity.

15. Must be willing to travel up to 50% of the time including outside of assigned territory occassionaly.

16. Must be willing to work varied hours including weekends and holidays.

17. Performs monthly inventory of products.

18. Maintains company storage unit.

 

 

Supervisory Responsibilities:

This job has no supervisory responsibilities.

 

Competencies:  To perform the job successfully, an individual should demonstrate the following competencies:

 

Adaptability, Analytical, Attendance/Punctuality, Customer Service, Consciousness, Customer Service, Dependability, Design, Ethics, Initiative, Innovation, Interpersonal, Judgment, Motivation, Oral Communication, Organizational Support, Planning/Organizing, Problem Solving, Professionalism, Quality, Quantity, Safety and Security, Team Work, Technical Skills,  Written Communication.

 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience:

Minimum degree or certification of technical/military training with computers and computer networking.  Minimum 1 year prior customer support experience.

Must have ability to take direction and implement customer service objectives with initiative.

 

 

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Computer Skills:

Database software, DOS, Windows 95, 98, N T, PC Hardware, N+ or A+ certifications a plus.

 

Physical Demands:

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 and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift up to 65 pounds. The vision requirements include: close vision, distance vision and ability to adjust focus.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to risk of electrical shock. The noise level in the environment is moderate. Must be able to travel within assigned area to visit assigned halls.