Call Center Operator

Intralot, Inc.; Concord (NH); On-site; USD 35,000 - 50,000; Full time

Job summary

Intralot, Inc. in Concord, New Hampshire, is seeking a Call Center Operator to manage and troubleshoot calls from Lottery retailers. The ideal candidate possesses a high school diploma and has customer service experience, preferably in a technical setting.

The role involves assisting clients with technical inquiries and dispatching technicians as needed. A background check and drug screening are mandatory for employment.

Intralot values diversity and is an equal opportunity employer.

Qualifications

• Must possess valid documentation to establish identity and U.S. employment eligibility.
• Experience in a technical call center environment preferred.
• Ability to explain technical information to a non-technical client.

Responsibilities

• Manages inbound/outbound phone calls from Lottery retailers.
• Effectively troubleshoot equipment and related issues.
• Dispatch technicians for on-site repairs.

Skills

Knowledge of tracking software

Technical customer service skills

Strong analytic skills

Ability to troubleshoot

Strong verbal and written communication skills

Education

High school diploma or equivalent training

One year prior related customer service experience

Tools

Call tracking system

Job description

Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security. Games Library includes more than 400 types of games: Numerical Lotteries, TV Lottery Games, Sports Lotteries, Fixed Odds Betting, Instant Lotteries, Pari‑mutuel, Video Lottery and Monitor Games.

Education, Training and Experience

• High school diploma or equivalent training and experience.
• One (1) year prior related customer service experience, preferably in a technical call center environment.
• Call tracking system experience preferred.

Knowledge, Skills and Abilities

• Knowledge of tracking software.
• Technical customer service skills.
• Strong analytic skills.
• Ability to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position.
• Ability to work in a team environment.
• Ability to troubleshoot.
• Ability to explain technical information to a non‑technical client.
• Strong verbal and written communication skills.
• Understanding of help desk operations, tools, methodologies and processes.

Duties and Responsibilities

• Under the direct supervision of the Call Center Manager, perform the following duties and responsibilities. Other miscellaneous duties may be assigned.
• Manages (inbound/outbound) phone calls from Lottery retailers.
• Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions.
• Dispatch technicians as appropriate for on‑site repairs.

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility.

Security Requirements

Submission to, and ability to pass, a thorough pre‑employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment. A pre‑employment drug screening is also a requirement.

Equal Opportunity Employer

As an equal opportunity employer, Intralot recognizes that our strength lies in our people. We are committed to diversity. EEO is the Law.