Application Support Engineer L2 - 2:00pm to 10:00pm CST

Win Systems is a leading technology supplier with 25 years of experience providing management solutions, electronic roulette, and slot machines to the casino and lottery industries.

With its best-in-class casino management systems, gaming machines, and an easily integrated end-to-end service, Win Systems is the go-to supplier for all gaming requirements.

Win Systems has expanded to operate in over 60 countries worldwide, offering a multi-channel service across hundreds of venues of varying sizes and multiple regulatory jurisdictions.

Win Systems aims to become the trendsetter for the gaming technology sector, and we are certain our solutions will shape the future of the casino environment

This role is responsible for providing a service to our clients to ensure that our software, ERP WIGOS™ , remains operational.

This involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution.

USA - Remote.

The role is responsible for providing a service to clients to ensure that our systems remain operational, which requires:

• Handle escalated customer issues that Level 1 agents couldn't resolve.
• Provide in-depth troubleshooting and solutions for complex problems.
• Offer technical assistance for products or services, addressing more advanced user concerns.
• Collaborate with the technical or development teams to resolve intricate technical issues.
• Develop a deep understanding of the company's products or services.
• Stay updated on new features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Share insights and information with Level 1 agents to enhance overall team knowledge.
• Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
• Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.