Customer Support Representative

Summary

Pace-O-Matic develops, produces, licenses, and operates computer games of skill. Since Pace-O-Matic was founded in 2000, we have built a talented leadership team and a company culture defined by integrity, innovation, and compliance. Pace Labs is our technology team focused on research & development of our many industry-leading products. As a member of the Pace Labs team, you will help the company push forward and innovate.

Our Technical Support/Customer Support Representatives for the Velocity team are responsible for maintaining a professional relationship with customers and co-workers by providing responsive, thorough, and courteous technical support over the phone and email. This is an Advanced Support position. Candidates with prior experience in phone-based technical support are preferred.

We offer a full compensation package, including competitive salary and benefits.

Responsibilities include:

Manage incoming calls and prioritize responses based on several determining factors

Respond to customer queries in a timely and accurate way via phone, email, or text

Identify customer needs and help customers use specific features

Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Update our internal databases with information about technical issues and useful discussions with customers

Share feature requests and effective workarounds with team members

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

Keep records of customer interactions, process customer accounts and file documents

Gather customer feedback and share with our Production, Sales and Marketing teams

Requirements

The ideal candidate will have 2-3 years of technical support experience, e.g., with cable, telephone, or internet provider.

Familiarity with Microsoft Office (Teams, Outlook, SharePoint, etc.)

Solve technical problems and provide support for all assigned areas.

Provide timely and thorough resolutions to any customer issues.

Keep customers updated at all times during the process and "own" the issue until resolved satisfactorily.

Educate the customer as you resolve their issue and work as a team.

Recommend procedure modifications or improvements.

Ability to be on-call as needed, and may include nights and weekends on a rotational basis with comp time provided.

Always utilize excellent customer service skills and exceed customer expectations.