Job Description

Fueling the business of fun.



Not just a game-changer, it's a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.



With Embed's platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.



We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.



We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one's having more fun than us.



Position Summary



The key responsibilities of the Technical Customer Support Specialist I are 1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers, 2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, and 3. Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers' incidents and requests. This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support.



In addition, the Technical Customer Support Specialist I will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures.

Key Responsibilities



Individual:


• Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel and communicate proactively with customers using clear, professional, and effective communication
• Support customers with using Embed supported hardware and software and troubleshooting incidents and requests related to the Embed Card System, i.e., Card Readers, POS, Kiosks, emONEs, peripherals, etc.
• Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers' incidents and requests
• Investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
• Triage inbound customer requests, prioritize tickets in the queue, and solve tickets accordingly
• Partner with Support team members on the escalation of hardware and software bugs, product enhancements, customer change requests, and root cause categories
• Leverage approved internal knowledge base articles to deliver up to date service to our customers
• Partner with Training team members to create and update technical procedures and knowledge base articles
• Maintain up-to-date awareness in the latest hardware and software applications and share ideas with Support team leaders to improve performance, reliability, and functionality of our products and services
• Responsible for self-developing skills and technical knowledge on existing and new products and features





KPIs:


• Achieve individual KPIs and help Support team members achieve group KPIs (we are one team)
• Achieve service levels in accordance with customer Service Level Agreements (SLAs)





Leadership:


• Help lesser experienced Support team members to solve technical and non-technical problems if required
• Work with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support





Required Skills and Experience


•Description of Foundation: Demonstrates a basic knowledge and understanding of own profession sufficient to handle standard/routine work; follows standard methodologies and procedures; has the basic technical skills required for day-to-day work.•


• Foundation ability in prioritising and balancing time among multiple activities
• Foundation level in troubleshooting, problem solving, and critical thinking skills
• Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
• Highly organized and a meticulous attention to detail
• Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
• Demonstrate good judgement using facts and analytics
• Expert level in communicating both written (grammar and punctuation) and verbal
• Foundation level in communicating technical concepts to both technical and non-technical people
• Natural desire to help people understand things that are hard to understand
• Foundation level in building strong relationships with customers and with team members
• Foundation level in handling customers with patience, tact, and empathy
• Foundation level in internal and external conflict resolution and negotiation skills
• Foundation level in understanding and learning complex technical topics quickly
• Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
• Basic level with SQL database queries
• Basic level in using software deployment tools





Internal/External Relationships


• Support's first point of contact for customers; hence develop relationships and build rapport quickly with customers
• Develop relationships and build rapport with internal team members in other departments, such as Installation, Manufacturing & Supply Chain, Support, Training, etc.





Qualifications/Education


• 2-4 years' experience working in a fast-paced customer service/support role in call centre environments is preferred
• ITIL certification or experience working with ITIL Framework and Processes is desired
• Bachelor's degree in Computer Science is preferred or equivalent education/work experience





Special Requirements


• Flexible work schedule and weekend shifts are required
• Depending upon the region, onsite customer visits maybe required





What do we offer



• Premium Medical insurance from Cigna
• Dental & Vision insurance from Cigna
• End of Service Benefits as per UAE Labour Laws
• Paid time off to include vacation, sick, holidays
• Amount equal to a Return Flight from home country
• Workmen's compensation coverage
• Robust Learning Management System for employee growth and development




•The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. The statements are not intended to be a complex of exhaustive list of all the responsibilities, duties or skills that may be required or of benefit in this position. All employees may be required to perform other duties as assigned.•