Operations Support Specialist

AmTote International; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

1/ST Technology is seeking an Operations Support Specialist to support the PariMAX product line, interfacing with customers and internal teams on deployments, issue tracking, and training. The role emphasizes teamwork and delivering high-quality gaming experiences across productions and remote locations.

The role requires a bachelor’s degree and at least two years in a technical support capacity, with strong communication and problem-solving skills, plus willingness to travel for installations

Qualifications

• Bachelor’s degree in related field.
• Minimum of two (2) years of experience in a technical support role
• Excellent interpersonal communication skills, both written and verbal
• Technical acumen to provide clear and effective training to customers
• Strong analytical problem-solving skills, including initial review and triage of issues
• Strong relationship building and maintenance skills with customer feedback management

Responsibilities

• Serves as communication channel between customers and key stakeholders with regards to releases, general servicing of the product, and issue tracking and management.
• Interfaces with Product Management, Development, and Sales to communicate statuses, schedules, and feedback from the field
• Supplies technical details and related support to customers during development cycles to ensure efficient releases and reduce delays to market
• Serves as primary customer communication channel when production problems arise outside of the standard support team capabilities
• Provides input to Development to triage issues to reveal root causes and provide solutions
• Works with Development teams to implement solutions that improve the supportability of the product
• Identifies customer knowledge gaps and provides training to the customer as it relates to new product functionality, including onsite training and support as necessary
• Supports the testing of new software deployments and configuration modifications
• Travels to remote customer locations as necessary for new installations and deployments to support training and product adoption to ensure successful product launches
• Maintains system integrity and configurations, including production and regulatory/third party testing environments
• Performs scheduled software deployments and provide tactical input to release managers to reduce operational risk
• Attends targeted industry conferences
• Performs other duties as assigned

Skills

Interpersonal communication

Technical acumen

Problem solving

Relationship building

Time management

Multitasking

Training others

Education

Bachelor's degree in related field

Job description

Operations Support Specialist

Full Time Hunt Valley, MD, US

7 days ago Requisition ID: 1501

Ready to take a different path? Passionate about Technology? Love horse racing? Eager to work in a rapidly growing industry? Fascinated by the world of gambling and casinos? If you answered YES to any of these questions, the 1/ST TECHNOLOGY Group could be the right fit for you!

1/ST TECHNOLOGY is a global group of Technology, service, and wagering companies that provides B2B and B2C wagering and betting infrastructure for the horse racing and casino industries. Our companies and products include AmTote, Xpressbet, 1/ST BET, and PariMAX, and we are always eager to add enthusiastic and knowledgeable members to our growing team. Whether you’re a railbird, gamer, or you’re just passionate about Technology, and we’d love to find out if there’s a spot where you can thrive in the 1/ST TECHNOLOGY Group.

At 1/ST Technology, innovation drives us to create dynamic digital experiences in the horse racing and gaming industry.

SUMMARY

The PariMax Operations Support Specialist position works as part of the operational team supporting a line of casino style gaming products. This specific position works on the PariMAX team. The role interfaces with customers and internal teams in support of a gaming product line. The position facilitates ongoing support and operations of a technical system including software and hardware deployments, issue management, new feature training, maintenance and configuration. The Support Specialist triages and tracks issues, gathers customer feedback, coordinates releases, maintains field software environments and supports development in creating solutions improving the supportability of the product line. The position enthusiastically demonstrates team-work and dedication in creating the highest quality gaming experiences.

Background of Business: 1/ST Technology is a fully integrated racing and gaming technology company providing solutions that drive pari-mutuel and fixed odds wagering around the globe. Leading technology and services provider to the North American pari-mutuel wagering market, with services that include the horse racing industry’s most comprehensive and user-friendly wagering website/platform allowing customers to wager from a computer, phone or mobile device. Ongoing commitment to the growth and success of the global racing industry through B2C and B2B product innovation, extensive professional services offerings, the broadest integration of hosts for commingled pari-mutuel and fixed odds and the continued evolution of the preeminent totalizator systems in the world.

The position’s competencies include but are not limited to the following: Communication Proficiency; Organizational Skills; Personal Effectiveness & Credibility; Problem Solving & Problem Analysis; Results Driven; Technical Acumen; Time Management and Teamwork Orientation.

RESPONSIBILITIES

Serves as communication channel between customers and key stakeholders with regards to releases, general servicing of the product, and issue tracking and management.

• Interfaces with Product Management, Development, and Sales to communicate statuses, schedules, and feedback from the field
• Supplies technical details and related support to customers during development cycles to ensure efficient releases and reduce delays to market
• Serves as primary customer communication channel when production problems arise outside of the standard support team capabilities
• Provides input to Development to triage issues to reveal root causes and provide solutions
• Works with Development teams to implement solutions that improve the supportability of the product
• Identifies customer knowledge gaps and provides training to the customer as it relates to new product functionality, including onsite training and support as necessary
• Supports the testing of new software deployments and configuration modifications
• Travels to remote customer locations as necessary for new installations and deployments to support training and product adoption to ensure successful product launches
• Maintains system integrity and configurations, including production and regulatory/third party testing environments
• Performs scheduled software deployments and provide tactical input to release managers to reduce operational risk
• Attends targeted industry conferences
• Performs other duties as assigned

RESPONSIBILITIES/DUTIES - SUPERVISORY

• This position does not have supervisory/management responsibilities/duties

EXPERIENCE & EDUCATION

• Bachelor’s degree in related field
• Minimum of two (2) years of experience in a technical support role
• Excellent interpersonal communication skills, both written and verbal
• Technical acumen to provide clear and effective training to customers to support the use of the product
• Strong analytical problem-solving skills, including the ability to provide the initial review and triage of issues at a medium to high level
• Strong relationship building and maintenance skills (and able to effectively and professionally manage customer expectations and feedback of varying degrees & type)
• Strong communication skills through interfacing with customers and internal teams in the support of a gaming product line, along with the ongoing support and operations of a technical system including software and hardware deployments, issue management, new feature training, maintenance, and configuration.
• Specialized knowledge of the system and the ability to be self-sufficient in a support role triaging and tracking issues, gathering customer feedback, coordinating releases, maintaining fielded software environments, and supporting development in creating solutions that improve the supportability of the product line.
• Self-motivated and results driven
• Strong organizational and time management skills
• Ability to multitask and work independently toward business goals

Please note this position/job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are 1/ST Technology - A fully integrated racing and gaming technology company providing solutions that drive pari-mutuel and fixed-odds wagering world-wide. A leading technology and services provider to the North American pari-mutuel wagering market, with services that include the horse racing industry’s most comprehensive and user-friendly wagering website/platform allowing customers to wager from a computer, phone, or mobile device. Ongoing commitment to the growth and success of the global racing industry through B2C and B2B product innovation, extensive professional services offerings, the broadest integration of hosts for commingled pari-mutuel, and fixed odds and the continued evolution of the preeminent totalizator systems in the world.

1/ST Technology is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.