Operational Customer Support Specialist

2 weeks ago

Sydney, Australia UTOPIA Gaming Systems Full time

The BANKTECH Group Pty Ltd- Brendale, Brisbane QLD- Gaming (Hospitality & Tourism)- Full time**Utopia Gaming Systems**, a part of The Banktech Group, is a leading gaming solutions provider servicing Australian clubs and hotels.

We’re seeking a capable Operational Customer Support Specialist whose main purpose is to provide technical and operational support to our customers and liaise with internal technical stakeholders to form resolutions. You will manage customer interactions from both a technical and operational customer service perspective, utilising your knowledge of the software development life cycle. Most importantly, you will be focused on providing the continuous delivery of high-quality product to satisfy customer requirements.

**Your responsibilities will include**:

- Manage/review submission of OLGR data files
- Manage the scheduling and commissioning of new installations and upgrades
- Respond to requests from customers for operational assistance
- Assist in diagnosis and resolution of hardware and software issues
- Identify and escalate situations requiring urgent attention
- Track issues and document solutions
- Assist in the preparation/update of training manuals
- Participate in project-led initiatives to release software/hardware solutions to customers
- Assist in the preparation of spare parts quotations, approvals and shipment information to customers

**You will have**:

- 5+ years of gaming experience in the QLD environment
- An understanding of the hotel and club industry
- Thorough understanding of Microsoft SQL databases
- Be able to effectively diagnose and troubleshoot hardware and software related issues
- Excellent customer support skills
- Strong written and communication skills
- A sound understanding or the ability to acquire knowledge of the Queensland Gaming Machine Act and Regulations
- A sound understanding or the ability to acquire knowledge of OLGR technical requirements such as QCOM Protocol, Card Based Gaming Requirements and TITO Requirements

**General Information**
- Hybrid work environment.
- Business hours with some weekend support when required

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