Product Support Rep I Location: Hyderabad, IN, 500 081 Requisition ID: 17698 Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com . **Main Activities include:** + Ensure Tickets and Player Emails are handled within SLA’s + Research required information using available resources + Manage and resolve customer complaints + Provide customers with product and service information via email and live chat + Identify and escalate priority issues + Route calls to appropriate resource + Follow up on tickets + Document information according to standard operating procedures + Flexible to work 24/7 shifts **Education and Experience:** + Proficient in MS office + English language proficiency- Expert Level + Knowledge of customer service principles and practices + Some experience in a customer service environment **Preferred Experience:** + Tech Support experience is Preferred, but not essential + Unix skills, understanding of DB queries + Incident management + Hands-on experience monitoring tools like ELK, Nagios, Grafana or similar tools + Bachelor’s degree or equivalent **Keys Competencies:** + Excellent verbal and written communication skills + listening skills + Problem analysis and problem solving + Customer service orientation + Organizational skills + Attention to detail + Judgment + Adaptability + Teamwork + Stress tolerance + Resilience **Key Competencies:** • Building collaborative relationships • Decision making • Drive results • Foster innovation • Personal energy \#LI-JB1 Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate. For more information, please visit www.brightstarlottery.com . IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.