Retail Spot Specialist

Job summary

The Retail Spot Specialist will provide technical support for lottery terminals and equipment while managing technology rollouts and retailer interactions. They are responsible for monitoring support tickets, resolving issues, and ensuring an exceptional customer experience.

Job details

WCLC is currently looking for a full-time Retail Spot Specialist (2- year term) to join our Retail Spot & Operations department in Winnipeg, Manitoba. This position will report to the Team Lead, Retail Spot. Interested applicants must be available for shift work 7 days/week including days, evenings, and holidays. About the shifts: * 7 Days a week, 365 days a year * Duration – 7.5 Hours per shift (includes lunch and break time) * Shifts between 7:00 am and 10:00 pm * Occasional flexibility may be required to support technology deployment activities and operational needs Applicants must be able to attend a 7 week in-office training period. In joining our team as a Retail Spot Specialist, you will... * Act as a dedicated resource for technology rollouts, partnering with technicians and retailers to install, test, and confirm equipment readiness for successful implementation. * Demonstrate a passion for customer service, take ownership of the retailer experience and have determination to deliver a comprehensive resolution. * Provide knowledgeable technical support and troubleshooting guidance pertaining to lottery terminals and supporting equipment such as printers, digital signs, barcode readers and modems/routers. * Use analytical skills to make decisions and solve lottery ticket issues in a fast-paced work environment. * Communicate clearly and effectively, both written and verbal. * Update CRM (Service Now) with detailed information regarding retailer questions and issues. * Deliver an exceptional customer experience while staying within our support scope guidelines, following procedures. * Monitoring and management of support ticket system to ensure timely response and updates to tickets. * Employ time management and multi-tasking skills to maintain high service levels. * Follow-up with retailers to ensure initial reported support issues were successfully resolved. * Various other duties as needed. Qualifications * High School or equivalent * Experience in customer service/help desk background * Working knowledge of Microsoft Office products * Excellent communication and organizational skills * Strong problem-solving skills and attention to detail * Familiarity with telecommunications and lottery equipment is an asset * Must be able to work remotely with dedicated workspace and Internet connection Who we are You may not have heard of us before, but you’ve almost certainly heard of the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets. WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries – at retail and online – and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We work closely with our provincial partners to bring a first-rate lottery experience to our players and meet their changing needs with new technology and tools. We know it’s our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams. We’d love to talk to you about how you fit into that. Get in the game with WCLC; apply today!

What you’ll do

The Retail Spot Specialist will provide technical support for lottery terminals and equipment while managing technology rollouts and retailer interactions. They are responsible for monitoring support tickets, resolving issues, and ensuring an exceptional customer experience.

Requirements

Applicants must have a high school diploma or equivalent and experience in a customer service or help desk environment. Proficiency in Microsoft Office and strong communication and problem-solving skills are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Troubleshooting · Preferred
• Microsoft Office · Preferred
• Technical Support · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical support
• Troubleshooting
• Communication
• Time management
• Multi-tasking
• Problem-solving
• Analytical skills
• CRM
• Service Now
• Microsoft Office
• Attention to detail
• Organizational Skills
• Shift Work
• Analytical Skills
• Technical Support
• Barcoding
• Telecommunications
• Customer Relationship Management
• Management
• Customer Service
• Help Desk Support
• Issue Tracking
• Problem Solving
• Multitasking
• Operations
• Time Management
• Team Leadership
• Troubleshooting (Problem Solving)
• Network Routing
• Detail Oriented
• ServiceNow

Job areas

• Customer Service & Support
• Retail
• Technology
• Administrative
• Retail Specialist
• Technical Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives

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