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Product Support Specialist

hace 2 semanas

Polanco I Sección CDMX, México Playags Mexico A tiempo completo

Responsibilities

  • Work with the Operations and Field Service teams to manage and plan training based on the sales forecast and new product rollout.

  • Address customer inquiries, resolve issues and proactively obtain customer feedback.

  • Works in AGS ticketing system to determine the disposition of each incoming service request.

  • Support engineering team members with product testing, installation and instructions.

  • Establish service needs by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests.

  • Participate with new product due diligence, implementation and rollout of newly acquired and company-developed products.

  • Coordinate new product submissions to various gaming state agencies and perform a product overview and training for those agencies.

  • Customer education - review orders with our customers and teach them the basics to use and enjoy their new service and equipment

  • Participate in and lead installation of new products to new territories; identify training opportunities and determine product knowledge proficiency in those territories

  • Serve existing accounts by analyzing work orders, planning daily travel schedule, investigating complaints, conducting tests, resolving problems.

  • Provides feedback on issues identified such as product functionality, technical documentation or repeated errors seen in the field.

  • Strong customer service skills: friendly, approachable and motivated with a strong work ethic and high degree of integrity

  • Update job knowledge by participating in educational opportunities.

  • Willing to work flexible schedules including weekends, holidays and evenings if needed

  • Participate in process automation using AI.

  • Work on development data analysis using BI

Skills/Requirements

  • Bachelor´s degree required, related careers.
  • Advanced Intermediate English is required.
  • 5 years' experience in field service or a technical training role in a gaming environment
  • Capable of creating an environment of support and accountability
  • Experience in building and working in a technical training atmosphere.

· Must be proficient with MS office products

  • Excellent verbal, written, organizational and communication skills.
  • Advanced understanding and knowledge of mechanical and electrical systems
  • Effective and consistent communication methods and interpersonal skills in order to interact with all levels of management, employees, and customers.
  • Work extended hours and/or varied shifts, including weekends and holidays.
  • Ability to effectively communicate in English, in both oral and written forms.
  • Ability to work under pressure and deadlines.
  • Travel up to 35% domestically and 5% internationally.
  • Current American Visa and Passport.
  • Ability to obtain licensing by tribal gaming commissions is required.

· Experience in analysis, development, and execution of reports across Business Intelligence.

  • Experience in developing AI for process automation.

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Sueldo: $28, $30,000.00 al mes

Beneficios:

  • Apoyo para estudios
  • Días por enfermedad
  • Opción a contrato indefinido
  • Seguro de gastos médicos
  • Seguro de gastos médicos mayores
  • Seguro de la vista
  • Seguro dental
  • Seguro de vida
  • Vacaciones adicionales o permisos con goce de sueldo
  • Vales de despensa

Lugar de trabajo: remoto híbrido en 11510, Polanco I Sección, CDMX