Audit Support Specialist II

at  Konami Gaming Inc

Konami Gaming is looking for a Audit Support Specialist II to join our team!

The Audit Support Specialist II is responsible for providing data mining and data analytics specific to Audit support for the SYNKROS casino management system. The main objective is to respond and resolve any audit issues or concerns to maintain a positive customer experience. This position requires more advanced technological, Slot and Table Games Audit and SYNKROS knowledge and Casino Revenue Audit experience.

• Clarifying any Audit issues reported by customers and/or Audit escalations from the Systems Support Team.
• Escalating issues to additional appropriate teams after research and testing is conducted and provided.
• Analyzing audit issues that are submitted by customers to find an acceptable solution for the customer.
• Resolving in a manner that fully describes the steps to solve the issue.
• Educating team members by sharing newfound Audit information to improve responsiveness.
• Traveling to customer sites providing on-site Audit support during new implementations.

Secondary responsibilities include travel to customer sites providing on-site Audit support during new implementations, working non-business hour telephone support to existing customers on a rotating schedule, and performs additional tasks or projects to improve overall productivity, efficiency, and level of service, as assigned.

WHAT YOU’LL BE DOING:

• Function as first point of contact for customers in relation to any Audit support
• Analyze, classify, track, investigate, research, and resolve all assigned Audit problems and issues in a timely, effective manner.
• Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on Audit reporting, analysis, and Business Intelligence.
• Displays a comprehensive understanding of product support documentation.
• Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up.
• Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards.
• Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.
• Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution.
• Provide nonbusiness hours telephone customer support as delegated by management.
• Answer incoming calls and document them in Konamis CRM system.
• Handle complex or immediate issues with diplomacy, tact, and in a professional manner.
• Escalate critical issues to the Audit Support Supervisor/Manager in accordance with prescribed policies and procedures.
• Travel to customer locations and provide on-site Audit support of the product to customer specifications.
• Provide customer an overview of System functionality specific to Audit once software products are set up and configured for use and implementation.
• Performs other related duties as assigned.

The Audit Support Specialist II is responsible for providing data mining and data analytics specific to Audit support for the SYNKROS casino management system. The main objective is to respond and resolve any audit issues or concerns to maintain a positive customer experience. This position requires more advanced technological, Slot and Table Games Audit and SYNKROS knowledge and Casino Revenue Audit experience.

• Clarifying any Audit issues reported by customers and/or Audit escalations from the Systems Support Team.
• Escalating issues to additional appropriate teams after research and testing is conducted and provided.
• Analyzing audit issues that are submitted by customers to find an acceptable solution for the customer.
• Resolving in a manner that fully describes the steps to solve the issue.
• Educating team members by sharing newfound Audit information to improve responsiveness.
• Traveling to customer sites providing on-site Audit support during new implementations