Konami Gaming, Inc.
Systems Support Specialist II (Grave Shift)
Konami Gaming, Inc., Las Vegas, Nevada, us, 89105
Job Details
Job LocationLas Vegas - LAS VEGAS, NV
Position TypeFull Time
Description
Konami Gaming is looking for Systems Support Specialist II (Grave Shift) to join our team!
The Systems Support Specialist II is responsible for providing data mining and data analytics support for the SYNKROS casino management system. The main objective is to respond and resolve any work stoppages to maintain a positive customer experience. This position requires more advanced technological and SYNKROS knowledge. Primary responsibilities for this position would be:Clarifying issues reported by customersEscalating issues to appropriate teams after research and testing is conducted and providedAnalyzing those issues to find an acceptable solution for the customerResolving in a manner that fully describes the steps to solve the issueEducating team members by sharing newfound information to improve responsivenessTraveling to customer sites providing on-site support during new implementationsSecondary responsibilities include travel to customer sites providing on-site support during new implementations, working non-business hour telephone support to existing customers on a rotating schedule, and performs additional tasks or projects to improve overall productivity, efficiency, and level of service, as assigned.
What you'll be doing:
Function as first point of contact for customers in relation to technical application supportAnalyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner.Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on reporting, analysis, and Business Intelligence.Displays a comprehensive understanding of product support documentation.Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up.Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards.Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution.Provide nonbusiness hours telephone customer support as delegated by managementAnswer incoming calls and document them in Konami's CRM system.Handle complex or immediate issues with diplomacy, tact, and in a professional manner.Escalate critical issues to the Systems Support Manager in accordance with prescribed policies and procedures.Travel to customer locations and provide on-site support of the product to customer specifications.Setup and configure software products and related hardware peripherals for use and implementation.Extend customer employee knowledge after all the games hardware components are installed on-site.Models' behaviors consistent with Konami Core Values demonstrating Integrity, Innovation, Customer Service, and Teamwork.Demonstrate expertise in functional job area. Engage in continual learning and personal development. Share knowledge and feedback to contribute to the learning of others.Consistently produce work that is accurate, high quality and complete. Hold self and others accountable for work and work standards. Complete work on time and within budget. Manage time effectively to achieve output and work product consistent with company and department objectives.Proactively address problems and involve others as needed to prevent escalation. Make sound and timely decisions based on knowledge, expertise, and accurate sources of available information.Approach and implement change positively. Modify behaviors as needed to implement change and adopt innovation. Identify opportunities and generate ideas for change, innovation, or improvement.Focus on understanding and meeting customers' needs (internal and external); Follows up on complaints/questions/requests. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.Able to understand internal/external customer technologies and problem resolution techniques. Able to respond effectively and to provide constructive feedback to the client on problem resolution.Expresses views in a fluent, clear, logical manner. Communicates openly, convincingly, and honestly while promoting an open exchange of ideas.Understanding a situation by breaking it into parts, studying a problem in a systematic way, identifying causal relationships, anticipating obstacles, considering explanations/plans, and making logical conclusions.Knowledge of the Information Technology industry, its systems, platforms, tools, and technologies. The use of technology to control and safeguard the collection, organization, structure, processing, and delivery of information.Knowledge of Gaming processes and operations. Understanding of gaming technologies, protocols, hardware and functions.Performs other related duties as assigned.Konami Offers
Competitive WagesGreat 401(k) plan with company matchComprehensive health benefits packageGenerous Company paid Holidays and Paid Time Off (PTO)Tuition reimbursement programAbout Konami Gaming, Inc.:
For Players. For Operators. For Each Other.
Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation.
A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.
Qualifications
What we'll want you to have:
High School diploma or GED equivalent required.Bachelor's Degree with emphasis in a technical field or equivalent combination of experience and education preferred.Degree or Certification in Gaming-related field highly preferred.3+ years of experience in service-oriented department; Gaming or casino application support experience preferred.Proven customer support skills, including working with casino management accounting applications.Experience in Class III gaming industry and regulatory compliance.Ability to communicate professionally and efficiently, both verbal and written with all levels of the business.Ability to obtain and maintain Gaming licensure(s).Basic understanding of Microsoft Office products.Basic understanding of programming logistics and structure.Database knowledge and network basics desired.Software application support skills.Must be able to handle complex or immediate issues with diplomacy, tact and in a professional manner.Requirements:
This work schedule will be 4/10s 7:00 PM - 6:00 AM.Full-time / 40+ hours per week. Must be flexible to work overtime, including nights, weekends, and holidays as required.Must be comfortable working in an area with limited working space for long hours with the ability to remain seated at computer terminal for extended periods of time. Extreme repetitive motion using keyboard, mouse, and telephone. Must be able to work at assigned location to enable direct communications and interactions with team members, management, and others as necessary, unless traveling for a business-related purpose. Ability to work effectively and efficiently in a high-stress, fast-paced, and high-pressure environment while maintaining high standards of accuracy, paying attention to detail, and meeting assigned deadlines. Demonstrates high integrity, trust, and strict confidentiality. Ability to maintain excellent communication and a positive, respectful, and professional attitude and relationship with clients, employees, peers, co-workers, all levels of management, and all outside organizations conducting business or otherwise interacting with the company. Ability to always act autonomously while adhering to overall department and company policies and procedures.Support is open 24/7, 365 days a week. In this role you must be flexible to work any day of the year, including holidays. Moderate travel will be necessary. 30-40%, or as business requires.
Las Vegas, Nevada residents ONLY. Remote and/or relocation is not available for this role.Position shall work primarily in a smoke free office environment. The noise level is low to moderate. Position shall maintain a cubicle or office in close proximity to other cubicles and offices.Position must attend monthly Field Research trips to casinos or as needed. Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality. Must be able to tolerate areas containing secondhand smoke.Due to some customer locations requiring COVID-19 vaccinations while on premise, it is a requirement for this position to be fully vaccinated for COVID-19.
Konami Gaming is an Equal Opportunity Employer committed to diversity in the workplace. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.
Job LocationLas Vegas - LAS VEGAS, NV
Position TypeFull Time
Description
Konami Gaming is looking for Systems Support Specialist II (Grave Shift) to join our team!
The Systems Support Specialist II is responsible for providing data mining and data analytics support for the SYNKROS casino management system. The main objective is to respond and resolve any work stoppages to maintain a positive customer experience. This position requires more advanced technological and SYNKROS knowledge. Primary responsibilities for this position would be:Clarifying issues reported by customersEscalating issues to appropriate teams after research and testing is conducted and providedAnalyzing those issues to find an acceptable solution for the customerResolving in a manner that fully describes the steps to solve the issueEducating team members by sharing newfound information to improve responsivenessTraveling to customer sites providing on-site support during new implementationsSecondary responsibilities include travel to customer sites providing on-site support during new implementations, working non-business hour telephone support to existing customers on a rotating schedule, and performs additional tasks or projects to improve overall productivity, efficiency, and level of service, as assigned.
What you'll be doing:
Function as first point of contact for customers in relation to technical application supportAnalyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner.Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on reporting, analysis, and Business Intelligence.Displays a comprehensive understanding of product support documentation.Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up.Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards.Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution.Provide nonbusiness hours telephone customer support as delegated by managementAnswer incoming calls and document them in Konami's CRM system.Handle complex or immediate issues with diplomacy, tact, and in a professional manner.Escalate critical issues to the Systems Support Manager in accordance with prescribed policies and procedures.Travel to customer locations and provide on-site support of the product to customer specifications.Setup and configure software products and related hardware peripherals for use and implementation.Extend customer employee knowledge after all the games hardware components are installed on-site.Models' behaviors consistent with Konami Core Values demonstrating Integrity, Innovation, Customer Service, and Teamwork.Demonstrate expertise in functional job area. Engage in continual learning and personal development. Share knowledge and feedback to contribute to the learning of others.Consistently produce work that is accurate, high quality and complete. Hold self and others accountable for work and work standards. Complete work on time and within budget. Manage time effectively to achieve output and work product consistent with company and department objectives.Proactively address problems and involve others as needed to prevent escalation. Make sound and timely decisions based on knowledge, expertise, and accurate sources of available information.Approach and implement change positively. Modify behaviors as needed to implement change and adopt innovation. Identify opportunities and generate ideas for change, innovation, or improvement.Focus on understanding and meeting customers' needs (internal and external); Follows up on complaints/questions/requests. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.Able to understand internal/external customer technologies and problem resolution techniques. Able to respond effectively and to provide constructive feedback to the client on problem resolution.Expresses views in a fluent, clear, logical manner. Communicates openly, convincingly, and honestly while promoting an open exchange of ideas.Understanding a situation by breaking it into parts, studying a problem in a systematic way, identifying causal relationships, anticipating obstacles, considering explanations/plans, and making logical conclusions.Knowledge of the Information Technology industry, its systems, platforms, tools, and technologies. The use of technology to control and safeguard the collection, organization, structure, processing, and delivery of information.Knowledge of Gaming processes and operations. Understanding of gaming technologies, protocols, hardware and functions.Performs other related duties as assigned.Konami Offers
Competitive WagesGreat 401(k) plan with company matchComprehensive health benefits packageGenerous Company paid Holidays and Paid Time Off (PTO)Tuition reimbursement programAbout Konami Gaming, Inc.:
For Players. For Operators. For Each Other.
Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation.
A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.
Qualifications
What we'll want you to have:
High School diploma or GED equivalent required.Bachelor's Degree with emphasis in a technical field or equivalent combination of experience and education preferred.Degree or Certification in Gaming-related field highly preferred.3+ years of experience in service-oriented department; Gaming or casino application support experience preferred.Proven customer support skills, including working with casino management accounting applications.Experience in Class III gaming industry and regulatory compliance.Ability to communicate professionally and efficiently, both verbal and written with all levels of the business.Ability to obtain and maintain Gaming licensure(s).Basic understanding of Microsoft Office products.Basic understanding of programming logistics and structure.Database knowledge and network basics desired.Software application support skills.Must be able to handle complex or immediate issues with diplomacy, tact and in a professional manner.Requirements:
This work schedule will be 4/10s 7:00 PM - 6:00 AM.Full-time / 40+ hours per week. Must be flexible to work overtime, including nights, weekends, and holidays as required.Must be comfortable working in an area with limited working space for long hours with the ability to remain seated at computer terminal for extended periods of time. Extreme repetitive motion using keyboard, mouse, and telephone. Must be able to work at assigned location to enable direct communications and interactions with team members, management, and others as necessary, unless traveling for a business-related purpose. Ability to work effectively and efficiently in a high-stress, fast-paced, and high-pressure environment while maintaining high standards of accuracy, paying attention to detail, and meeting assigned deadlines. Demonstrates high integrity, trust, and strict confidentiality. Ability to maintain excellent communication and a positive, respectful, and professional attitude and relationship with clients, employees, peers, co-workers, all levels of management, and all outside organizations conducting business or otherwise interacting with the company. Ability to always act autonomously while adhering to overall department and company policies and procedures.Support is open 24/7, 365 days a week. In this role you must be flexible to work any day of the year, including holidays. Moderate travel will be necessary. 30-40%, or as business requires.
Las Vegas, Nevada residents ONLY. Remote and/or relocation is not available for this role.Position shall work primarily in a smoke free office environment. The noise level is low to moderate. Position shall maintain a cubicle or office in close proximity to other cubicles and offices.Position must attend monthly Field Research trips to casinos or as needed. Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality. Must be able to tolerate areas containing secondhand smoke.Due to some customer locations requiring COVID-19 vaccinations while on premise, it is a requirement for this position to be fully vaccinated for COVID-19.
Konami Gaming is an Equal Opportunity Employer committed to diversity in the workplace. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.