Join Intralot as a Call Center Operator!
(based in Boise, ID)
Your Role:
As 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.
Primary Duties and Responsibilities:
Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.
Troubleshoot and resolve advanced technical problems related to VLTs, and cash devices, both hardware and software related.
Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.
Analyze and document incident patterns to identify trends and recommend process or product improvements.
Collaborate with field service teams, vendors, and third-level support to resolve complex or persistent issues.
Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.
Develop and update internal documentation, troubleshooting guides, and FAQs for Tier 1 support.
Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.
Provide feedback to the Technical Support Lead on recurring issues, performance gaps, or process bottlenecks.
Assist with system testing, validation, or incident response as needed.
What you bring:
Education & Experience Requirements:
Knowledge of tracking software
Technical customer service skills
Strong analytic skills
Ability to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position
Ability to work in a team environment
Ability to troubleshoot
Ability to explain technical information to a non-technical client
Strong verbal and written communication skills
Understanding of help desk operations, tools, methodologies and processes
Why Join Us:
🏥Medical, Dental & Vision Insurance
💰6% 401k Match
🌴Paid Holidays & Vacation
🏥Paid Sick, Short/Long Term Disability
👩⚕️Employee Assistance Program
👶Maternity/Paternity Leave
🌎 Global Prospects for professional growth.
Employment Eligibility Verification
Must possess valid documentation to establish identity and U.S. employment eligibility
Security Requirements
Submission 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. A pre-employment drug screening is also a requirement.
Skills Required
- Knowledge of tracking software
- Technical customer service skills
- Strong analytical skills
- Ability to learn Intralot software and hardware applications
- Ability to work in a team environment
- Troubleshooting ability
- Ability to explain technical information to non-technical clients
- Strong verbal and written communication skills
- Understanding of help desk operations, tools, methodologies, and processes
- Valid documentation establishing identity and U.S. employment eligibility
- Ability to pass a pre-employment background check
- Pre-employment drug screening
What We Do
Bally’s Intralot is a newly formed company established through the combination of INTRALOT and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions. Listed on the Athens Stock Exchange, Bally’s Intralot benefits from access to international capital markets to support growth and strategic initiatives, strengthening its presence and competitiveness both locally and globally. Building on Bally’s proven digital B2C operational expertise and INTRALOT’s long-standing leadership in lottery regulated gaming across all five continents, Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. This strategic combination brings together complementary strengths to form a scaled, independent global champion, capable of addressing a significantly expanded addressable market while operating with deep regulatory expertise across multiple jurisdictions. With a unified, vertically integrated structure in the online gaming and lottery sector, a global outlook, technological excellence, and presence across all forms of modern gaming, Bally’s Intralot enables operators to modernize their retail and digital offerings, deliver personalized and responsible player experiences, and operate with greater agility and efficiency in an increasingly converging gaming ecosystem. Operating at the intersection of technology, regulation, and entertainment, Bally’s Intralot is optimally positioned to capitalize on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets. Through its global footprint, advanced technology, and commitment to long-term value creation, Bally’s Intralot aims to shape the future of regulated gaming and deliver sustainable benefits for operators, players, and communities alike.
