{"id":3987197,"url":"https://alion.io/job/ballys-intralot-call-center-operator","title":"Call Center Operator","company":{"id":55626,"name":"Bally's Intralot","domain":"intralot.com","url":"https://alion.io/company/intralot","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":82,"open_postings":40,"ghost_share":0.3,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boise, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T17:59:35Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-11T09:47:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Join Intralot as a Call Center Operator!\n(based in Boise, ID)\nYour Role:\nAs 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.\nPrimary Duties and Responsibilities:\nServe as the second level of escalation for technical issues not resolved by Tier 1 support agents.\n\nTroubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.\n\nAssist Tier 1 agents in real time with technical guidance and coaching during customer interactions.\n\nAnalyze and document incident patterns to identify trends and recommend process or product improvements.\n\nCollaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.\n\nMaintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.\n\nDevelop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.\n\nParticipate in the onboarding and ongoing training of Tier 1 agents to improve team capability.\n\nProvide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.\n\nAssist with system testing, validation, or incident response as needed.\n\nRequirements\nWhat you bring:\nEducation & Experience Requirements:\nKnowledge of tracking software\nTechnical customer service skills\nStrong analytic skills\nAbility to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position\nAbility to work in a team environment\nAbility to troubleshoot\nAbility to explain technical information to a non-technical client\nStrong verbal and written communication skills\nUnderstanding of help desk operations, tools, methodologies and processes\nWhy Join Us:\nMedical, Dental & Vision Insurance\n6% 401k Match\nPaid Holidays & Vacation\nPaid Sick, Short/Long Term Disability\nEmployee Assistance Program\nMaternity/Paternity Leave\nGlobal Prospects for professional growth.\nEmployment Eligibility Verification\nMust possess valid documentation to establish identity and U.S. employment eligibility\nSecurity Requirements\nSubmission 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. 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