IGT (NYSE:IGT) 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 10,500 employees. For more information, please visit www.igt.com.
About the Position
IGT, the global leader in gaming, is looking to hire an Application Support Supervisor to handle the daily operations of proprietary applications supporting our sales and help desk teams. In this role, your main responsibility is to ensure that help desk tickets are responded to quickly and resolved in a timely manner. Secondarily, you would own responsibility as the second tier of ticket escalation. From time to time you will need to meet with customers to ensure alignment related to help desk related topics.
About the Products
Sales Wizard is the industry-leading lottery sales force automation tool which provides sales teams with timely, relevant information and practical insights. This proprietary software helps lotteries find retail opportunities, drive standard methodologies, and help grow lottery sales and profit.
Retailer Wizard provides all the tools and location-specific data that chain and independent retailers need to manage and grow their lottery business across product lines. With practical alerts, dashboard Key Performance Indicators, social-media sharing capabilities, and more, Retailer Wizard drives specific actions to support in-store execution and sales performance.
Responsibilities
- Provide customer support for issues related to the Sales Wizard/Retailer Wizard websites, Sales Wizard Windows application, and Sales Wizard iOS application
- Schedule customer meetings to discuss help desk topics when necessary
- Analyze help desk activity and makes recommendations for improvements
- Investigate escalated help desk cases by querying the Sales Wizard and Retailer Wizard SQL databases and analyzing the application logs
- Build development cases for product defects and works with the developers to scope fixes for upcoming software releases
Qualifications
- Experience using a help desk ticketing system, such as JIRA, to supervise and resolve support issues
- Intermediate knowledge of T-SQL and database systems
- Experience troubleshooting Windows Server and Microsoft Reporting Services
- Outstanding interpersonal skills, particularly when conveying technical concepts in a matter that is easy for customers to digest
- Solid understanding of Windows OS and iOS
- Outstanding debugging and problem solving skills
Desired qualifications
- Degree in Computer Science or Information Technology
- Networking experience and knowledge of HTTP
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $37,500 – $115,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.
Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses . In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.