Pros: fantastic people, great learning opportunities, good pay and benefits
Cons: some days are really long, a bit intimidating at first with learning multiple products, current transition of the company ownership may make job stability uncertain at this time.
I had the great pleasure of working in the Systems customer support area for many years with this company. While there were management changes that came with mergers and acquisitions (some were really painful, others were absolutely fantastic),most of the people I worked with had been a part of the company since it's inception and were fantastic people. Over the years, many reps came and left, but those who stayed were impressive, hard working, creative, compassionate and dedicated employees that it was an honor to work with. Support responsibilities ranged from taking inbound calls from customers and documenting customer questions, concerns, complaints; then providing prompt, accurate and appropriate information or actions to address their inquiries. Customers are usually casino employees in various departments, depending on the product being supported. Bally is pretty inclusive as it supports a number of integrated slot floor, accounting and player tracking functions. Calls range from basic questions to in-depth mission critical troubleshooting that may require additional assistance from other departments. In the most serious events, it's probable that the support folks may need to remain with the call until the customer issue is resolved so that their business operation functionality as it relates to this product is restored. For those situations, work-life balance is a bit muddled in the frenzy. It's a bit of a difficult learning curve as it takes a bit of time to learn the complexity and scope of the systems supported, which might include learning more about customer procedures, – more... other equipment manufacturers products, regulatory requirements in addition to the functions of the Bally products involved. I was happy with compensation and benefits- 5000K education reimbursement, 401k, Decent healthcare, Employee Stock Purchases, Health and Dependent care FSA's, educational saving account options, Life insurance, etc. My favorite part was working with great people- smart, compassionate, funny, creative, wise, human and awesome people. So many learning opportunities if you're open to that. There was a lot of opportunity for advancement, transfers to other departments, but with the recent purchase of the company, it's likely those opportunities may not be as bountiful as before. Customer Support does/did have the opportunity to travel to customer sites to participate in installations or upgrades, but this may change also, with the change of owner. Installers often have very long and demanding hours with direct customer contact. – less