Audit Support Specialist II

Konami Gaming is looking for a Audit Support Specialist II to join our team!

The Audit Support Specialist II is responsible for providing data mining and data analytics specific to Audit support for the SYNKROS casino management system. The main objective is to respond and resolve any audit issues or concerns to maintain a positive customer experience. This position requires more advanced technological, Slot and Table Games Audit and SYNKROS knowledge and Casino Revenue Audit experience.

• Clarifying any Audit issues reported by customers and/or Audit escalations from the Systems Support Team.


• Escalating issues to additional appropriate teams after research and testing is conducted and provided.


• Analyzing audit issues that are submitted by customers to find an acceptable solution for the customer.


• Resolving in a manner that fully describes the steps to solve the issue.


• Educating team members by sharing newfound Audit information to improve responsiveness.


• Traveling to customer sites providing on-site Audit support during new implementations.

Secondary responsibilities include travel to customer sites providing on-site Audit support during new implementations, working non-business hour telephone support to existing customers on a rotating schedule, and performs additional tasks or projects to improve overall productivity, efficiency, and level of service, as assigned.

What you'll be doing:

• Function as first point of contact for customers in relation to any Audit support


• Analyze, classify, track, investigate, research, and resolve all assigned Audit problems and issues in a timely, effective manner.


• Function as a subject matter expert and display proficiency on Konami Casino Management Systems with a focus on Audit reporting, analysis, and Business Intelligence.


• Displays a comprehensive understanding of product support documentation.


• Facilitates prompt, open, complete, and direct communication with customers through phone support or email follow-up.


• Analyze and provide - effective resolutions to customers in an efficient manner based on department work performance standards.


• Coordinate activities, as directed, with immediate supervisor, engineers and/or other departments, as necessary, to resolve reported problems.


• Report detailed testing results of software issues to the quality assurance manager to ensure expedited customer problem resolution.


• Provide nonbusiness hours telephone customer support as delegated by management.


• Answer incoming calls and document them in Konami’s CRM system.


• Handle complex or immediate issues with diplomacy, tact, and in a professional manner.


• Escalate critical issues to the Audit Support Supervisor/Manager in accordance with prescribed policies and procedures.


• Travel to customer locations and provide on-site Audit support of the product to customer specifications.


• Provide customer an overview of System functionality specific to Audit once software products are set up and configured for use and implementation.


• Performs other related duties as assigned.

Konami Offers

• Competitive Wages


• Great 401(k) plan with company match


• Comprehensive health benefits package


• Generous Company paid Holidays and Paid Time Off (PTO)


• Tuition reimbursement program

About Konami Gaming, Inc.:

For Players. For Operators. For Each Other.

Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation.

A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.

What we'll want you to have:

• High School diploma or GED equivalent required.


• Bachelor’s Degree with emphasis in a technical field or equivalent combination of experience and education preferred.


• Degree or Certification in Gaming-related field highly preferred.


• 3+ years of experience in service-oriented department; Casino Audit, Gaming or casino application support experience preferred.


• Proven customer support skills, including working with casino management accounting applications.


• Experience in Class III gaming industry and regulatory compliance.


• Ability to communicate professionally and efficiently, both verbal and written, with all levels of the business.


• Ability to obtain and maintain Gaming licensure(s).


• Basic understanding of Microsoft Office products.


• Basic understanding of programming logistics and structure.


• Database knowledge and network basics desired.


• Casino Gaming Audit knowledge is preferred.


• Software application support skills.


• Must be able to handle complex or immediate issues with diplomacy, tact and in a professional manner.


• Consistently produce work that is accurate, high quality and complete. Hold self and others accountable for work and work standards. Complete work on time and within budget. Manage time effectively to achieve output and work product consistent with company and department objectives.


• Proactively address problems and involve others as needed to prevent escalation. Make sound and timely decisions based on knowledge, expertise, and accurate sources of available information.


• Approach and implement change positively. Modify behaviors as needed to implement change and adopt innovation. Identify opportunities and generate ideas for change, innovation, or improvement.


• Focus on understanding and meeting customers’ needs (internal and external); Follows up on complaints/questions/requests. Knowledge of principles and processes for providing customers and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.


• Able to understand internal/external customer technologies and problem resolution techniques. Able to respond effectively and to provide constructive feedback to the client on problem resolution.


• Expresses views in a fluent, clear, logical manner. Communicates openly, convincingly, and honestly while promoting an open exchange of ideas.


• Understanding a situation by breaking it into parts, studying a problem in a systematic way, identifying causal relationships, anticipating obstacles, considering explanations/plans, and making logical conclusions.


• Knowledge of the Information Technology industry, its systems, platforms, tools, and technologies. The use of technology to control and safeguard the collection, organization, structure, processing, and delivery of information.


• Knowledge of Gaming processes and operations. Understanding of gaming technologies, protocols, hardware and functions.


• Moderate travel necessary. 25-40%, or as business requires. Employee must be flexible to the travel needs of the business. Must possess a valid driver’s license.

Konami Gaming is an Equal Opportunity Employer committed to diversity in the workplace. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.