Title: Wagering Tablet Support

Employee Status: Regular Part Time

Work From Home Option:

FLSA Status:

Job Overview:

The Wagering Tablet Support provides technical support for ELO tablets, including troubleshooting issues and performing repairs. The role involves offering support for the tablet account wagering application, using in-depth knowledge of its features to assist user and work with vendor to resolve issues. It includes managing device inventory, coordinating the shipment and return of defective equipment, and monitoring vendor resolutions. The position also requires effective communication with customers and internal teams, ensuring prompt and professional service

Essential Functions:

Technical Support & Troubleshooting:

· Provide frontline support for on-track account wagering tablets, responding promptly to on-track customer requests and troubleshooting technical issues.

· Offer support for the custom wagering application, demonstrating a deep understanding of its features, configurations, and common user challenges.

· Perform repairs to equipment and coordinate for external servicing when necessary.

· Provide basic technical support for customer-related issues and escalate more complex problems to the tech support team.

Application Support:

· Develop a thorough understanding of the custom wagering application, including its key functionalities and features.

· Assist users with navigating the application, troubleshooting issues, and offering guidance on its use.

· Stay updated on new application updates and changes, and provide training or information to users as needed.

Customer Service & Communication:

· Communicate professionally with on-track customers and internal teams, maintaining a polished and customer-friendly demeanor.

· Ensure that customer interactions are handled courteously and effectively, with clear communication and attention to appearance.

· Vendor & Issue Management:

· Identify and report system and application issues to vendors, ensuring timely resolution.

· Monitor and test resolutions provided by vendors, ensuring system and application stability.

Equipment Management:

· Maintain an organized inventory of equipment, ensuring all devices are stored properly and are ready for use.

· Coordinate the shipment of damaged or defective devices for repair, and track their return for reintegration into operations.

Qualifications:

· High School Diploma or GED (required)

· Associate's Degree in Information Technology, Computer Science, or a related field (preferred, but not always required)

· Relevant certifications in technical support, IT, or hardware repair (e.g., CompTIA A+ or similar) can be a plus and may substitute for formal education

Summary of Physical Requirements and Work Environment:

This role involves going to patron location on the floor to assist with tablets.

Pay Range / Salary: $20.00 per hour