Call Center Technical Support

Join Intralot as a Call Center Technician!
(based in Atlanta, GA, USA)

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, COAMs, 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.

What you bring:

 Education & Experience Requirements:

• 2+ years of experience in technical support or IT help desk, with at least 1 year in a Tier 2 or advanced troubleshooting role.

• Strong knowledge of VLTs, COAMs, or similar gaming and cash-handling equipment preferred.

• Proficient with diagnostic tools, remote troubleshooting, and basic networking concepts.

• Excellent communication and interpersonal skills with the ability to coach and support junior team members.

• Experience with ticketing platforms such as Zendesk, Siebel, or Freshdesk.

• Strong documentation skills and attention to detail.

• Ability to work in a fast-paced, 24/7 environment with rotating shifts, including weekends or holidays if needed.

Why Join Us:

🏥Medical, Dental & Vision Insurance 

💰6% 401k Match

🌴Paid Holidays & Vacation

🏥Paid Sick, Short/Long Term Disability

👩‍⚕️Employee Assistance Program

👶Maternity/Paternity Leave

🌎 Global Prospects for professional growth.

Employment Eligibility Verification 

Must possess valid documentation to establish identity and U.S. employment eligibility

Security Requirements

Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment.  A pre-employment drug screening is also a requirement.