Customer Service Specialist - Las Vegas / Reno, NV
The Customer Service Specialist – Problem Management focuses on identifying the root causes of recurring customer and product issues to improve service quality and reduce repeat incidents. This role involves analysing trends, recommending long-term solutions, and helping to strengthen the overall customer experience.
The successful candidate will work closely with Customer Support, Product, Engineering, and other cross-functional teams. This position is ideal for individuals who enjoy digging into data, identifying patterns, and solving problems at their source rather than simply addressing individual incidents.
This position offers multiple schedule options to support business needs, including Monday–Friday, Tuesday–Saturday, or Sunday–Thursday shifts. Typical working hours range from 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, or 9:00 AM–6:00 PM, depending on the assigned schedule. Candidates must currently reside in the Las Vegas or Reno, Nevada metropolitan areas.
- Perform root cause analysis on recurring customer issues and product defects to identify long-term solutions.
- Analyze incident and support trends to identify opportunities for process improvements and incident reduction.
- Partner with Customer Support, Product, Engineering, and other cross-functional teams to resolve systemic issues.
- Track recurring incidents and document findings, corrective actions, and preventative recommendations.
- Create and maintain knowledge base articles, troubleshooting documentation, and process documentation.
- Support Problem Management initiatives that improve product stability and customer satisfaction.
- Monitor the effectiveness of implemented solutions and recommend additional improvements when needed.
- Ensure customer information is handled securely while adhering to company policies and regulatory requirements.
- Contribute to continuous improvement initiatives and special projects as assigned.
- High school diploma (required)
- Bachelor's degree (preferred)
- 2+ years of experience in technical support, customer support, help desk, Incident Management, Problem Management, or a similar technical environment (required)
- Strong analytical, troubleshooting, and critical thinking skills (required)
- Experience performing root cause analysis and identifying recurring trends (preferred)
- Strong communication skills with the ability to present findings and collaborate across multiple teams (required)
- Proficiency with Microsoft Office, including Outlook, Word, and Excel (required)
- Ability to prioritize multiple projects while maintaining exceptional attention to detail (required)
- Comfortable working independently while collaborating with cross-functional teams (required)
- Experience with continuous improvement methodologies or process improvement initiatives (nice-to-have)
- Must currently reside in the Las Vegas or Reno, Nevada metropolitan areas (required)
- Discretionary bonus opportunities
- Comprehensive health, dental, and vision coverage
- Paid time off and wellness programs
- Tuition reimbursement
- 401(k) with company contributions
- Additional benefits including disability coverage and identity protection
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.