Product Support Specialist

Description

Join the Fun at Arrow International!

Arrow International is the world’s #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe—and we’re growing fast!

We're building a winning culture that’s all about teamwork, passion, and innovation. At Arrow, you’re not just another employee, you’re part of a high-performing team that’s redefining fun and giving back to communities. We believe in rewarding your hard work with profit-sharing, 401(k) matching, great benefits, and paid time off including a bonus week every July!

If you're looking for a career that’s exciting, meaningful, and full of opportunity, Arrow is the place to be.

Position: Product Support Specialist, eGaming

Position Summary

We are looking for a strong technician with gaming experience to support our e-Gaming New Product Development and Sales departments. This dynamic position will interact with internal and external clients from across the country. Local candidates in Las Vegas, NV only.

Requirements

Primary Roles and Responsibilities

Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.

Responsible for logging service calls in Salesforce and recording related pertinent information.

Dispatches calls to field engineers when on-site repair activity is required and approved by management.

Ability to work through calls with above average first call resolutions.

On-site installations and support required when needed.

Assist customers on the configuration and programming of Arrow equipment.

Assist in Systems Integration on the configuration and programming of Arrow equipment.

Assist Systems Integration with testing and repairing and networking-based equipment.

Assist Production on the configuration and programming of Arrow equipment.

Technical training on Arrow equipment for distributors and new employees.

Assist with writing and reviewing technical manuals and web updates for new equipment.

Exceed customer satisfaction objectives as outlined by Arrow management.

Recommends and executes appropriate solutions in a timely manner.

Responsible for promptly following up with customers when needed.

Will be required to cover after-hours support calls as part of a weekly rotation.

Other duties as assigned by management.

Requirements

Experience and Education

Minimum of 3 years of training or commensurate experience in electronic and PC technologies.

Strong support knowledge of Windows Active Directory, Networking, Windows Servers and SQL.

Previous help desk experience preferred.

Prior experience in supporting electronic gaming devices preferred.

Ability to read technical manuals.

PC, mechanical and electrical aptitude.

Excellent written and verbal communication skills.

Strong customer relations and phone skills.

Must be self-motivated to work independently without direct supervision.

Effective planning and organizational skills to efficiently manage time and call load.

Competency in various software applications including MSOffice.

Experience with Proprietary software a plus.

PC applications support experience.

Diversity and Inclusion Statement

At Arrow International, we are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that embracing our differences makes us stronger, more innovative, and better positioned to serve our communities. We are proud to be an equal opportunity employer and strive to create an environment where everyone feels welcome, supported, and empowered to succeed.

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability—except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans with Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us at [email protected].

To ensure a safe and productive work environment, all candidates who receive a conditional job offer must successfully pass a confidential pre-employment drug screening, which generally consists of a hair drug test, and receive an acceptable result as a condition of employment.

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