Highlights
You will handle incoming calls, diagnose and troubleshoot hardware and software issues, and ensure timely resolution in line with our service level agreements. Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.
Numbers & Facts
| Location | Boise, ID |
| Industry | Computer/IT Services |
| Company Size | 500 to 999 employees |
| Year Founded | 1992 |
| Website | http://www.intralot.com |
Description
Join Intralot as a Call Center Operator!
(based in Boise, ID)
Your Role:
As a Call Center Technician, you will be part of our technical support team, providing first-level assistance to our clients in the U.S. gaming industry. You will handle incoming calls, diagnose and troubleshoot hardware and software issues, and ensure timely resolution in line with our service level agreements. Working in a fast-paced and regulated environment, you will contribute to maintaining high system availability and exceptional customer service standards.
Primary Duties and Responsibilities:
Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.
Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.
Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.
Analyze and document incident patterns to identify trends and recommend process or product improvements.
Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.
Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.
Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.
Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.
Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.
Assist with system testing, validation, or incident response as needed.
About Company
INTRALOT, a public listed company established in 1992, is a leading gaming solutions supplier and operator active in 55 regulated jurisdictions around the globe. With €1.32 billion turnover and a global workforce of more than 5.300 employees in 2016, INTRALOT is a robust corporation uniquely positioned to offer to lottery and gaming organizations across geographies flexible, stable, and secure gaming products and services. INTRALOT handles an average of €23.4 bn of wagers per year and has installed and operates more than 300.000 of its proprietary terminals around the world.
INTRALOT has recently invested in a next-generation portfolio of products and services to support Lotteries’ modernization with digital solutions that focus on the players’ modern needs while offering entertainment experiences through all distribution channels, across all verticals (Lottery, Betting, Interactive, VLT). The new “All about the Player” product design strategy addresses modern consumer trends and harnesses IT potential for big data analytics and a personalized playing experience. INTRALOT adopted a global growth strategy designed around synergies with local partners that aims to expand our market penetration capacity and diversify our product portfolio in local markets.
As member of the UN Global Compact, INTRALOT is a global corporate citizen committed to sustainable development, and is an active proponent of the principles of responsible gaming, possessing the WLA responsible gaming framework certificate.
The company maintains the highest security certifications. It is the first international vendor in the gaming sector certified according to the World Lottery Association (WLA) Security Control Standard in 2012.
INTRALOT contributes decisively to the future developments of the industry being a member of the major Lottery and Gaming Associations around the globe, being, among others, Platinum Contributor of WLA and Premium Partner of European Lotteries.