Remote Product Support Tech II – Helpdesk & Customer Care

Scientific Games; Sacramento (CA); On-site; USD 17,047 - 24,280; Full time

Job summary

Scientific Games seeks a Product Support Technician to handle the hotline and route inquiries, delivering a friendly, high-quality customer service experience.

You'll diagnose issues using our knowledge base, guide customers through troubleshooting steps, and meet monthly quality metrics in a low-volume environment. This role supports remote work after training and requires a high-school diploma and reliable home setup.

Qualifications

• Customer service-focused with a passion for helping callers.
• Clear verbal and written communication across phone, email, and chat.
• Ability to accurately identify caller needs.
• Attention to detail and adherence to processes.
• Strong problem-solving mindset to guide troubleshooting.

Responsibilities

• Use our online knowledge base to diagnose problems and guide the caller through documented troubleshooting steps.
• Provide an excellent customer service experience while resolving the customer’s issue.
• Meet monthly departmental metrics for quality assurance, accuracy, etc.

Skills

Customer service

Communication

Needs identification

Attention to detail

Problem solving

Education

High school diploma or equivalent

Job description

Scientific Games seeks a Product Support Technician to handle the hotline and route inquiries, delivering a friendly, high-quality customer service experience.

You'll diagnose issues using our knowledge base, guide customers through troubleshooting steps, and meet monthly quality metrics in a low-volume environment. This role supports remote work after training and requires a high-school diploma and reliable home setup.