Fuelling 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 Installation Specialist’s key responsibilities are:
1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers,
2. Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely,
3. Respond to and resolve customer technical enquiries in a timely and consistent manner, and
4. Lead by example and adhere to prescribed policies and procedures. This involves working with customers, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions.
Key Responsibilities
Individual:
- Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely
- Review and provide customers with guidance on the location's network cabling plans and access point placements for optimal coverage
- Complete project checklists and tasks to meet the location's expected opening date
- Respond to and resolve customer technical enquiries in a timely and consistent manner via telephone, email, and any future channel
- Communicate proactively with customers using clear, professional, and effective communication during the pre-installation, setup, and configuration of Embed's supported hardware and software, EMV, and third-party interfaces
- Depending upon the region, create and issue customer quotations for the setup and configuration of Embed's supported hardware and software, EMV, and third-party interfaces
- Triage inbound customer requests, prioritize tickets in the queue, document tickets with the prescribed ticket logging policies and procedures, and solve tickets accordingly
- Perform, document, and ensure locations pass all Technical Assessment criteria for SaaS onboarding, modernizations, system moves, and any future project type requiring Technical Assessments
- Adhere to system backup procedures strictly to ensure quick system recovery and business continuity for our customers
- Ensure locations' licenses are maintained and renewed in accordance with Embed's licensing renewal policy and depending upon the region, available and on-call to solve location's licensing incidents if required
- Leverage approved internal knowledge base articles to deliver up to date service to our customers
- Partner with Support and 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 partner with Deployment team members to look for and implement new methods to automate, simplify, and streamline the hardware setup process
- Responsible for self-developing skills and technical knowledge on existing and new products and features
- Depending upon the region, deployment of proprietary and non-proprietary software and services to customers’ systems
- Contribute to special projects for the continuous improvement of all Installation processes, installation guides, onboarding documents, and project checklists and tasks
KPIs:
- Achieve individual KPIs and help Installation team members achieve group KPIs (we are one team)
- Achieve service levels in accordance with customer Service Level Agreements (SLAs)
Training:
- Train customers on installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely
Leadership:
- Help lesser experienced Installation team members to solve technical and non-technical problems if required
- Work with customers, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions
Required Skills and Expertise
- Bachelor’s degree in Computer Science or equivalent education/work experience
- 2-4 years’ experience working in a fast-paced customer service/support role in call centre environments is preferred
- Minimum of 1 year experience working with Windows OS, SQL Server, networking, TCP/IP, .NET, and PCI Compliancy requirements
- Microsoft and Networking certifications are desired
- Basic to intermediate level with SQL database queries
- Intermediate level in using software deployment tools
- Foundation ability in interpreting engineering drawings and technical instructions
- Prior experience installing game readers and in an FEC (Family Entertainment Center) is desired
- Strong at troubleshooting, problem solving, and critical thinking skills
- Ability in prioritising and balancing time among multiple activities
- 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
- Good at communicating technical concepts to both technical and non-technical people
- Natural desire to help people understand things that are hard to understand, good at building strong relationships with customers and with team members
- Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
Special Requirements:
- Some morning and evening calls maybe required to coordinate activities with others in different time zones
- Depending upon the region, some travel maybe required
- Depending upon the region, onsite customer visits maybe required
- In the field during onsite customer visits, ability to:
- Walk long distances
- Stand on hard surfaces for extended periods of time
- Bend, squat, kneel, and lift heavy objects greater than 50 lbs (23 kg) if required
- Work on ladders
- Sit in automobiles, trains, and airplanes for extended periods of time
- Use hand tools and power tools
What do we offer
- PPO Medical coverage with four plan options to choose from based on individual needs
- PPO Dental & Vision (company paid for employees only)
- Life Insurance, Short & Long-Term Disability (company paid)
- Accident, Critical Illness, and Hospital Confinement
- 401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
- Paid time off to include vacation, sick, holidays, and birthday
- Free parking lot and access to fitness center in office building
- Robust Learning Management System for employee growth and development
If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.
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