Knowledge, Skills and Abilities
·
Knowledge
of tracking software
·
Technical
customer service skills
·
Strong
analytic skills
·
Ability
to learn MPR’s software and hardware applications as applied to the Call Center
Operator position
·
Ability
to work in a team environment
·
Ability
to troubleshoot
·
Ability
to explain technical information to a non-technical client
·
Strong
verbal and written communication skills
·
Understanding
of help desk operations, tools, methodologies and processes
Duties and Responsibilities
Under the
direct supervision of the Call Center Manager, performs the following duties
and responsibilities. Other
miscellaneous duties may be assigned.
·
Manages
inbound phone calls from Install Technicians
·
Manages
inbound phone calls from Lottery retailers
·
Effectively
troubleshoot equipment and related issues or problems in response to inbound
retailer calls, inquiries, or questions
·
Dispatch
technicians as appropriate for on-site repairs
Physical, Intellectual and Affective
Requirements
Physical:
·
The
employee may be required to work shifts up to twelve and one half hours in
length.
·
The
employee will be required to work days, evenings, weekends, and holidays as
necessary to fulfill the duties and responsibilities of the position.
·
The
employee will regularly be required to sit; speak; listen; hear; have visual
ability to determine colors and see up to 20 feet with or without corrective
lenses; read instructions, computer screens, and printed materials without
external assistance other than corrective lenses; grasp with hands and fingers;
and reach with hands and arms.
·
The
employee will occasionally be required to stand and walk.
·
The
employee must possess motor coordination ability to coordinate eyes, hands,
feet and fingers, rapidly and accurately, in response to sensory stimuli.
·
The
employee will occasionally be required to lift up to 25 pounds without
assistance.
Intellectual:
·
The
employee must be able to learn and comprehend basic instructions; understand
the meanings of words and respond effectively; and perform basic arithmetic
(add, subtract, multiply and divide) accurately.
·
The
employee must be able to read and comprehend written and printed materials, and
information on a computer screen.
Affective
·
The
employee must be able to work effectively in a multi-tasking environment that
requires flexibility, a bias toward action, and decisiveness.
Work Environment:
·
Hours
will vary through the initial training and start-up period. Day, night, weekend and holiday shifts up to
12-1/2 hours per shift, and limited overtime will be required.
·
The
noise level in the work environment is usually low.
Employment Eligibility Verification
Must possess
valid documentation to establish identity and U.S. employment eligibility.
Security Requirements
Submission
to, and ability to pass, a thorough pre-employment background check by the
required State Lottery and Intralot USA is a requirement of employment. A pre-employment drug screening is also a
requirement.
Apply Online Now
Managed Project Resources, LLC. is an
Equal Opportunity Employer