Customer Support Analyst

Customer Support AnalystCategory: OperationsStatus: Non-ExemptReports To: VP of OperationsJob Description The Customer Support Analyst is responsible for managing complex, escalated customer issues that extend beyond standard call center capabilities, including technical troubleshooting and enrollment challenges. The Customer Support Analyst will provide direct support and training to call center agents, ensure quality assurance through performance reviews, and maintain accurate and up-to-date Standard Operating Procedures (SOPs) and Knowledge Base (KB) documentation.The Customer Support Analyst will develop detailed support reports and dashboards to track customer interactions and trends while coordinating directly with casino properties and third-party vendors to resolve customer issues, manage audits, and handle operational requests. Additionally, this position creates and manages Jira tickets for DevOps and Delivery teams, supports backend script execution, and participates in QA and production testing for new features and deployments. This position may include after-hours support and on-site assistance during marketing events, ensuring seamless customer experiences and operational efficiency.Compensation$21.64 - $26.46 per hour, depending on experienceBenefitsMedicalDentalBasic Life Insurance (included with the dental plan)VisionShort-term DisabilityCombo plan covering accidents, hospitalizations, and critical illnesses401k planFree on-site parkingPaid time offPaid holidaysBonus payLocationIn-person in Las Vegas, NV, 89103: Reliably commute or plan to relocate before starting work (required).ResponsibilitiesCall Center DutiesTier 2 Customer Support: Manage escalated customer support cases from the Level 1 Call Center, typically involving technical or enrollment issues beyond the scope of Tier 1 agents, including those requiring access to IDology or coordination with development teams.Call Center Agent Support: Provide real-time assistance and guidance to call center agents: Serve as a point of escalation when agents are uncertain about procedures or need help investigating complex cases.Quality Assurance Oversight: Monitor call center performance through case audits, email reviews, and call recordings. This ensures agents deliver accurate, efficient, and professional support in line with company standards.SOP & Knowledge Base Management: Maintain and update Standard Operating Procedures (SOPs) and KB articles related to customer support by creating detailed, step-by-step documentation for new processes or features.Call Center Training: Lead training initiatives for call center agents by conducting training sessions on new Salesforce features, app updates, or any changes affecting user interfaces and workflows.Customer Support Reporting: Develop and maintain reports and dashboards to track key metrics, including:Daily/weekly/monthly enrollmentsActive issues categorized by case typeCustomer complaintsCommunication trends (phone vs. email)Client Property Coordination: Investigate customer claims related to missing credits or failed machine transactions by working directly with casino properties to obtain necessary reports (e.g., CWA) and facilitate issue resolution.Handling Customer Complaints: Escalate significant customer complaints to leadership to ensure visibility and collaborate with relevant departments (Marketing, Product, Property Teams) to achieve timely and effective resolutions.After-Hours Support: Provide on-call support to the 24/7 call center during non-business hours.Assist with escalations requiring tools or permissions not available to Tier 1 agents, including:IDology troubleshootingPayNearMe refund processing and service alert re-triggersOnsite Event Support (Marketing Collaboration): Support Marketing teams during property events, by troubleshooting customer issues in real time, including transaction failures and enrollment problems, and by ensuring smooth customer experiences during high-traffic promotional events.Third-Party Vendor AssistanceThird-Party Vendor Communication: Coordinate with procurement as needed for vendor support. (Example: Creating and following up on tickets in Qolo’s Jira Help Center)Third-Party Vendor Requests Triaging: Monitor and manage the Operations case queue for all incoming third-party vendor emails.Perform intake and triage requests, coordinating with the appropriate internal teams to ensure timely completion.Route vendor audit or customer re-identification requests to the Risk and Fraud team.Collaborate with Procurement to fulfill vendor requests for additional disclosures, documentation, or feedback.Jira Ticketing for DevOpsInternal Koin Requests: Act as a liaison between internal teams and the Delivery Team by submitting Jira tickets for issues or feature requests.(Examples: Report on usability issues in KOD raised by internal Koin employees/Submit requests on behalf of the Risk & Fraud team for detailed backend transaction logs not available via front-end systems)Backend Script Execution CoordinationManage Jira Ticket Creation for Backend Script Execution Tasks.Submit issues to the KOP board for delivery team review and script generation.Once a script is provided, raise a KDO ticket to request execution by the DevOps team.Monitor execution by reviewing Salesforce and KOD to confirm successful resolution before following up with the customer via email.Quality Assurance TestingApplication Testing Support: Assist QA and Development teams with smoke testing during app deployments in both QA and production environments.Conduct end-to-end testing scenarios, including:Fund loads and transfersPlayer card linkingEnrollment processesNew feature validations or bug reproductionsProvide QA support for Salesforce updates by validating deployments and confirming functionality from a customer support perspective.Collaborate with developers and QA team to ensure expected results are achieved post-deployment.Skills / ExperienceBachelor’s Degree in Business Management, Communications, or a related field preferred.Demonstrated experience in customer support operations, with a track record of managing escalations and improving service performance. Proven ability to oversee end-to-end customer support processes, ensuring efficiency and service quality.Experience in technology, finance, and/or gaming industries preferred.Experience using Jira or similar ticketing and project management tools preferred.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and comfortable learning new systems and tools.Excellent written and verbal communication skills, with the ability to create clear documentation and deliver effective presentations or training sessions.Must possess and/or have the ability to obtain and maintain a valid Nevada Gaming Registration Card.The ability to submit to and pass a background check and drug test is required.Koin is committed to building a diverse workforce. As an equal opportunity employer, we believe merit is everything and we consider qualified candidates without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, political views or activity, or other applicable legally protected characteristics.