Call Center Operator

Bally's Intralot; Duluth (GA); On-site; USD 38,000 - 46,000; Full time

Job summary

Intralot, Inc. in Duluth, GA is seeking a Call Center Operator to handle inbound/outbound calls from Lottery retailers, troubleshoot equipment, and coordinate on-site repairs.

Must have a high school diploma, 1 year of customer service experience, and the ability to learn Intralot software. A pre-employment background check and drug screen are required.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year customer service experience in a tech support environment.
• Ability to troubleshoot and explain technical information to customers.

Responsibilities

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

Skills

Technical support

Analytical skills

Learn software/hardware

Team collaboration

Troubleshooting

Explain technical info

Verbal & written communication

Help desk processes

Education

High school diploma or equivalent

1 year customer service experience

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, performs 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.

Intralot, Inc. is an 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.