Customer Support Analyst

Position Overview

The Customer Support Analyst is responsible for managing complex, escalated customer issues that extend beyond standard call center capabilities – including technical troubleshooting and enrollment challenges. This role supports and trains call center agents, ensures quality assurance through performance reviews, maintains up-to-date Standard Operating Procedures (SOPs) and a Knowledge Base (KB), and coordinates with casino properties and third-party vendors. Located in-person in Las Vegas, NV, 89103, candidates must reliably commute or plan to relocate before starting work. Compensation: $21.64 - $26.46 per hour, depending on experience.

Key Responsibilities

• Call Center Duties: Manage escalated customer support cases; provide real-time assistance, quality oversight, and training to call center agents; update SOPs and KB articles; and develop support reports and dashboards.
• Third-Party Vendor Assistance: Coordinate communications and triage requests from third-party vendors, ensuring timely issue resolution and proper follow-up.
• Jira Ticketing for DevOps: Submit and manage Jira tickets for internal issues and feature requests, liaising between teams as needed.
• Backend Script Execution Coordination: Create and monitor tickets for backend scripts, ensuring proper execution and resolution in collaboration with the DevOps team.
• Quality Assurance Testing: Assist QA and Development teams with smoke testing, end-to-end testing scenarios, and validating new features and deployments.

Required Qualifications

• Demonstrated experience in customer support operations and managing escalated cases.
• Proven ability to oversee end-to-end customer support processes and deliver effective service.
• Proficient in Microsoft Office Suite and the ability to quickly learn new systems and tools.
• Excellent written and verbal communication skills with a talent for creating clear documentation and training materials.
• Must possess or have the ability to obtain a valid Nevada Gaming Registration Card and pass background checks and drug tests.

Preferred Qualifications

• Bachelor’s Degree in Business Management, Communications, or a related field.
• Experience in the technology, finance, and/or gaming industries.
• Familiarity with Jira or similar ticketing and project management tools.

Benefits & Perks

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• 401k plan
• Free on-site parking
• Paid time off
• Paid holidays
• Bonus pay