IGT Support Center Supervisor
IGT - Reno, NV

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Supervises the IGT Support Center technical call center staff who are the “face” of IGT to customers as the single point of contact call center and supervises the escalation of service issues to the appropriate departments/individuals. Supervises teams handling calls from patrons, customers, and IGT Field Engineers and Technicians requesting service on, providing updates on, or seeking solutions to systems and gaming device problems or general inquiries on a 24/7 basis. Also supervises teams initiating outgoing calls to casino locations and third party support companies (AT&T, Embarq, EGADs, etc.) based on security and service messages received on the WAP, Class II, CDS, or STARS networks. Supervises service dispatch for on-site Field Services and IGT Field Engineers to minimize machine/system downtime servicing the entire IGT product line of gaming machines and systems, and the scheduled activity for gaming systems equipment and asset (MJP) machines. Takes 24/7 on-call responsibility (rotating between supervisors) for escalated issues. Ensures both internal and external customer satisfaction.


Must be able to acquire Gaming Card
ITIL, TSIA, and/or Customer Support Specialist Certification preferred
Bachelor’s degree or equivalent experience required
5 to 7 years of experience in gaming operations and/or computer/call center operations preferred
1 to 2 years of lead or supervisory experience preferred
posting code : ~M~