Call Center Operator

Intralot, Inc.; Strongsville (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

Intralot, Inc. is seeking a Call Center Operator in Strongsville, Ohio. The role involves managing phone calls from Lottery retailers, troubleshooting technical issues, and dispatching technicians as needed. Ideal candidates have a high school diploma and at least one year of customer service experience, preferably in a technical environment. Excellent communication and analytical skills are crucial. Candidates must pass a background check and drug screening. This position offers an opportunity to work with cutting-edge gaming solutions.

Qualifications

• One year prior related customer service experience, preferably in a technical call center environment.
• Call tracking system experience preferred.

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 learn software/hardware applications

Ability to work in a team environment

Ability to troubleshoot

Ability to explain technical information

Strong verbal and written communication skills

Understanding of help desk operations

Education

High school diploma or equivalent

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, 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; Intralot, Inc. is a requirement of employment.
• A pre‑employment drug screening is also a requirement.

Equal Opportunity Employer

Intralot, Inc. is an Equal Opportunity Employer. EEO is the Law.