Technical Customer Support Specialist Level I

Fueling 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 interconnecte

d.
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, anywhe

re.
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.
About the

Role
The key responsibilities of the Technical Customer Support Specialist

I are:
1. First point of contact for customers; hence, develop relationships and build rapport quickly with cus

tomers,2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future chann

el, and3. Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers incidents and re

quests.This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer s

upport.
In addition, the Technical Customer Support Specialist I will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and pro

cedures.
Key Respons

• ibilities
  Provide first-class customer support via phone, email
• , and chatConduct initial troubleshooting, validation, and root cause inv
• estigationTriage inbound issues, prioritize ticket queues, and escalate app
• ropriatelyCommunicate proactively with customers using clear and professiona
• l languageUse internal tools and knowledge bases to ensure up-to-date and accurate
• solutionsCollaborate with other team members to improve processes and doc
• umentationMentor and guide junior support staff through escala
• ted issuesIdentify trends and suggest improvements to enhance customer

experience
Required Skills and

• Experience
  3+ years of experience in a customer or technical
• support roleStrong troubleshooting and critical thi
• nking skillsExcellent verbal and written communic
• ation skillsExperience working with ticketing systems and suppo
• rt platformsAbility to mentor and support team members in resolving com
• plex queriesA proactive and solutions-foc
• used mindsetKnowledge of relevant software, systems, or tools (CRM, ticketing
• tools, etc.)Ability to work independently and collaboratively in a fast-paced