Note: The job is a remote job and is open to candidates in USA. 1/ST Technology is a technology, service, and wagering company providing racing and gaming infrastructure. The Operations Support Specialist supports PariMAX casino-style gaming products by managing customer and internal communications, technical issues, releases, deployments, configurations, training, and product support.
Responsibilities
- Serves as communication channel between customers and key stakeholders with regards to releases, general servicing of the product, and issue tracking and management
- Interfaces with Product Management, Development, and Sales to communicate statuses, schedules, and feedback from the field
- Supplies technical details and related support to customers during development cycles to ensure efficient releases and reduce delays to market
- Serves as primary customer communication channel when production problems arise outside of the standard support team capabilities
- Provides input to Development to triage issues to reveal root causes and provide solutions
- Works with Development teams to implement solutions that improve the supportability of the product
- Identifies customer knowledge gaps and provides training to the customer as it relates to new product functionality, including onsite training and support as necessary
- Supports the testing of new software deployments and configuration modifications
- Travels to remote customer locations as necessary for new installations and deployments to support training and product adoption to ensure successful product launches
- Maintains system integrity and configurations, including production and regulatory/third party testing environments
- Performs scheduled software deployments and provide tactical input to release managers to reduce operational risk
- Attends targeted industry conferences
- Performs other duties as assigned
Skills
- Bachelor's degree in related field
- Minimum of two (2) years of experience in a technical support role
- Excellent interpersonal communication skills, both written and verbal
- Technical acumen to provide clear and effective training to customers to support the use of the product
- Strong analytical problem-solving skills, including the ability to provide the initial review and triage of issues at a medium to high level
- Strong relationship building and maintenance skills (and able to effectively and professionally manage customer expectations and feedback of varying degrees & type)
- Strong communication skills through interfacing with customers and internal teams in the support of a gaming product line, along with the ongoing support and operations of a technical system including software and hardware deployments, issue management, new feature training, maintenance, and configuration
- Specialized knowledge of the system and the ability to be self-sufficient in a support role triaging and tracking issues, gathering customer feedback, coordinating releases, maintaining fielded software environments, and supporting development in creating solutions that improve the supportability of the product line
- Self-motivated and results driven
- Strong organizational and time management skills
- Ability to multitask and work independently toward business goals
Company Overview