Win Systems

• Identify, develop, and close new business opportunities for Casino Management System SaaS solutions • Manage the full sales cycle from lead generation and qualification through negotiation and contract execution • Build strong relationships with casino executives, operational leaders, and technology stakeholders • Delivering compelling product presentations, demonstrations, and solution proposals aligned with client's business needs • Understand casino operational workflows and translate them into tailored software solutions • Coordinate with Pre-Sales, Product, Legal, and Customer Success teams to support deal advancement and closing • Maintain accurate pipeline management, forecasting, and CRM documentation • Represent the company at industry events, trade shows, and client meetings as required

• Handle escalated customer issues that Level 1 agents couldn't resolve. • Provide in-depth troubleshooting and solutions for complex problems. • Offer technical assistance for products or services, addressing more advanced user concerns. • Collaborate with the technical or development teams to resolve intricate technical issues. • Develop a deep understanding of the company's products or services. • Stay updated on new features, updates, and changes to provide accurate information. • Contribute to knowledge base articles for common issues and solutions. • Share insights and information with Level 1 agents to enhance overall team knowledge. • Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference. • Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention. • Educate customers on how to use products or services effectively. • Guide best practices to optimize customer experience. • Assist in training new agents, sharing expertise, and providing mentorship. • Support ongoing professional development within the team. • Generate reports on common issues, resolutions, and customer feedback for management review. • Contribute to regular performance reports for the customer care department. • Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively. • With low frequency, it will be required to act as a Level 1 Agent.