At a Glance
- Tasks: Be the first point of contact for customers, solving their gaming tech issues.
- Company: Join Light & Wonder, a leader in land-based gaming technology.
- Benefits: Enjoy a competitive salary, flexible shifts, and opportunities for growth.
- Other info: Gain valuable experience in a fast-paced, supportive environment.
- Why this job: Perfect for problem solvers who love tech and helping others.
- Qualifications: Strong communication skills and a passion for troubleshooting required.
The predicted salary is between 27947 - 34157 £ per year.
Gaming
Welcome to the world of land-based gaming.
At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
As a Helpdesk Advisor, you’ll be part of our customer service team and the first point of contact when our business customers need support.
You’ll listen, investigate and help resolve faults as quickly as possible, keeping customers informed along the way.
This is a great role for someone who enjoys solving problems, speaking with customers and figuring out what’s gone wrong.
You don’t need to know everything from day one.
What matters is that you’re curious, comfortable working with technology and motivated to find solutions.
Working pattern
This is a fully onsite role, working a 4 days on, 4 days off shift pattern to enable you to provide our customers with the best service possible.
We're looking for people who share our values
- Dare to be Bold
- We bring courage to work every day and aim for the extraordinary.
- Uphold Integrity
- We act with accountability, respect, and honesty in everything we do.
- Never Settle
- We continuously challenge ourselves to improve and innovate.
- Celebrate Perspectives
- We value diverse thinking and different viewpoints.
- Win as a Team
- We support one another and succeed togethe r
What You'll Do
- Be the first point of contact for business customers, answering service calls and understanding the issue they’re experiencing.
- Log and manage faults through our Astea Call Management System, making sure information is clear and accurate.
- Take ownership of first-line support calls and follow them through to resolution wherever possible.
- Troubleshoot problems, asking the right questions to identify potential causes and solutions.
- Keep customers updated on progress and make sure queries are managed within agreed SLAs and KPIs.
- Recognise when an issue needs additional support and escalate effectively to senior team members or other departments.
- Work closely with colleagues across Customer Services, IT and other teams to resolve customer queries.
- Make proactive customer calls when required, including updates relating to software releases and installations.
- Handle customer concerns professionally, providing a positive experience even when resolving challenging issues.
- Follow agreed processes while maintaining accurate, high-quality records.
- What You'll Bring
- Strong verbal and written communication skills, with the ability to explain technical issues in a clear and straightforward way.
- A genuine interest in fault finding, troubleshooting and problem-solving.
- Confidence using computers and everyday systems, including Microsoft Office.
- Good organisation skills and the ability to take ownership of queries through to resolution.
- A positive, professional and solutions-focused approach.
- The ability to stay calm and organised when working in a busy, fast-paced environment.
- Confidence working independently while knowing when to involve other team members.
- Previous experience in customer service, telephone support, helpdesk or call logging would be useful, but an interest in learning and providing great customer service is just as important.
Qualifications
- Experience working within SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t essential.
- How You'll Grow
- Build your knowledge of our products, systems and customer support processes.
- Develop your technical troubleshooting and fault-finding skills through hands-on experience.
- Gain experience working across customer service across a global business building transferable skills for your future develop
Please note, we are unable to sponsor visas at this time. If you require visa sponsorship now or in the future, we will not be able to progress with your application.
This job description should not be interpreted as all-inclusive.
It is intended to identify the major responsibilities and requirements of the role.
The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
Helpdesk Advisor employer: Light & Wonder
At Light & Wonder, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Chadderton that fosters innovation and collaboration. Our commitment to employee growth is evident through strategic initiatives and exposure to senior leadership, while our comprehensive benefits package, including private medical insurance and generous holiday allowances, ensures a rewarding work-life balance. Join us to be part of a diverse team that values unique perspectives and drives the future of gaming technology.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Light & Wonder. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Light & Wonder before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Light & Wonder:Your cover letter is your chance to shine! Tell us why you want to work at Light & Wonder specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Light & Wonder!
How to prepare for a job interview at Light & Wonder
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
