Technical Resolution Specialist

Pavilion Payments

  • Las Vegas, NV
  • Permanent
  • Full-time
  • 29 days ago
Job Title: Technical Resolution SpecialistReports to: Director of Technical ResolutionLocation: RemoteSummary:The Pavilion Payments Technical Resolution Specialist receives Tier 2 support calls and handles 3rd party vendor escalations. This role involves creating and resolving support tickets, providing turnkey support, utilizing live dashboards from our portal and our CRM ticketing dashboard, and troubleshooting or escalating issues as necessary.Key Responsibilities:
  • Serve as the initial support contact point for Tier 2 issues and act as a liaison for further escalation to other departments.
  • Escalated remote FLM/SLM service calls and tickets for Kiosk, Lightspeed, Mobility, Mobile Jackpot, etc.
  • After hours On-Call from Mon-Sun on a weekly rotation.
  • 3rd party dispatch management and support.
  • Open 3rd party tickets
  • Manage SLA reviews and updates
  • Provide exceptional customer service through voice and email channels.
  • Monitoring and Technical Support:
  • Resolve Turn-Key ATMs and Kiosk machines using the Dashboard, promptly addressing any issues or alerts.
  • Provide technical support and escalation assistance through outgoing calls.
  • Handle escalated supervisor calls from B&M Merchants, ensuring effective resolution.
  • Follow up on Jira tickets across all B&M pipelines within the technician’s
  • Audit tickets and provide updates to leadership.
  • Troubleshoot or escalate support issues accordingly, based on complexity and severity.
  • Collaborate with team members to resolve customer issues promptly.
  • Document and track customer issues, ensuring accurate and timely resolution.
  • Cross-functional operations support as needed
  • Remote kiosk support (hardware and software)
  • Respond to customer inquiries and technical requests via phone and email.
  • Address and resolve issues promptly, ensuring customer satisfaction.
Core Requirements and Experience:
  • Must be able to travel by car or airplane for periodic infield skills training. Travel can be as much as 20% from time to time (in and out of state)
  • Working knowledge of cloud-based systems and experience in running basic queries in SQL databases is a plus but not mandatory
  • Prior experience in casino equipment support, including but not limited to ATMs, Financial Services kiosks, cages, pin pads and cashier and helpdesk is a plus but not mandatory
  • Proficiency with Office 365 products / SmartSheets / Windows OS / Jira, and Talkdesk.
  • Working knowledge of electronic payments, particularly in the gaming industry.
  • 2-3 years of experience in a technical support role.
  • Exceptional communication skills, both verbal and written.
  • Ability to multitask and manage time effectively.
  • Strong analytical and problem-solving skills.
  • Ability to work both independently and collaboratively in a team.
  • Must possess a solutions-driven mindset and be self-motivated.
Perks & Benefits!● A great company that is focused on team building, and career pathing for its team!● Join a team that is fun, friendly, and customer-focused!● Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department

Pavilion Payments