CALL CENTER ASSOCIATE I

IGT (NYSE.
GT) is a global leader in gaming.
We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital.
Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth.
We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility.
IGT has approximately employees.
For more information, please visit  www.
gt.
om.
Summary IGT is seeking a Call Center Associate in our Jacksonville, FL team.
This position is a Home / Remote role, but candidates must live within a commutable distance to our Jacksonville office.
The first week of training will be at IGT’s office location.
IGT’s Call Center receives incoming calls from lottery retailers from across the U.
.
Call Center Associates assist and provide basic troubleshooting support for IGT equipment and systems.
This is NOT a sales position.
IGT’s Home / Remote employees must have a high-speed internet connection with a hard wired connection into your router with a safe and quiet place to work.
IGT will provide you a desktop or laptop, monitor(s), and accessories.
This IGT Call Center operates and offers 3 shifts (1st, 2nd, 3rd) with paid shift differentials for hours that qualify.
Working a Saturday and/or Sunday is also required.
Responsibilities Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding lottery equipment issues, supply requests and game information Connect with internal departments to resolve customers issue by conferencing or transferring calls as appropriate Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action Demonstrate an ability to defuse situations and escalate issues appropriately Utilize knowledge base to provide accurate information and troubleshooting steps Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes Demonstrate a strong dedication to providing continuously outstanding customer service   Qualifications Required High School diploma or equivalent 1+ year of customer service experience within a call center or comparable industry  General computer knowledge with basic data entry skills Must be an active listener and a clear communicator working with various types of customer Good written and verbal communication skills Flexible or open to various shifts if your preferred shift is not available   Preferred Experience from IT HelpDesk or End User Customer Service is a plus Knowledge of using technical manuals, basic I.
.
troubleshooting, or similar is a plus Understanding of call center metrics and systems (schedule adherence, call management, etc) also a plus   IGT employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements).
Shift differential (%) for those who work off shift hours that qualify Medical benefits day one of being an IGT employee 12 paid holidays plus 2 floating holidays per year 3 weeks of paid vacation per year, prorated first year 401K with employer match and 100% vested day one Company paid parental leave, life insurance, short term disability and long-term disability Gym membership reimbursement, free identity theft protection, and tuition reimbursement Keys to Success • Building collaborative relationships • Decision making • Drive results • Foster innovation • Personal energy • Self-leadership #LI-MS2