Call Center Operator

Join Intralot as a Call Center Operator! (based in Boise, ID) Your Role: As a Call Center Technician, you will be part of our technical support team, providing first-level assistance to our clients in the U.S. gaming industry. You will handle incoming calls, diagnose and troubleshoot hardware and software issues, and ensure timely resolution in line with our service level agreements. Working in a fast-paced and regulated environment, you will contribute to maintaining high system availability and exceptional customer service standards. Primary Duties and Responsibilities: - Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents. - Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related. - Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions. - Analyze and document incident patterns to identify trends and recommend process or product improvements. - Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues. - Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system. - Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support. - Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability. - Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks. - Assist with system testing, validation, or incident response as needed.