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Service Support Specialist
hace 1 mes
The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required.
- Ensure that all tables are operational without interruptions.
- Handling all real-time issues on the gaming floor (GP mistakes/software/hardware/critical incidents), escalating issues to the right department correctly and in a timely manner.
- Perform 1st line fix duties for technical failures that occur on the Live tables.
- Dealing with the possible game outcome corrections.
- Resolving player disputes in cooperation with LS/CS.
- Prepare any necessary reports relating to Service Support duties.
- Making sure that gaming floor is in proper condition (clean/safe/no GPs or other people are inside the studio without need).
- Working with internal systems (JIRA, TTS, SST, WIKI, etc.).
- Managing ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all products.
- Making sure each table in operation always has Games Presenter at all times.
- Ensuring that part-time tables are assigned/unassigned on time and in excellent operational order.
- Reporting Game Presenter’s mistakes, software and hardware issues.
- Making sure that all players are informed by Live Support via Live Chat about cancelled games, Game Presenter mistakes, software or other issues if necessary.
- Make sure that players are informed by Live Support via Live Chat about scheduled/unscheduled maintenance before it takes place.
- Notifying Licensees about unscheduled maintenance/downtime on timely manner.
**Qualifications**
At least 1 year of job experience in the fields of QA, Controller, BackOffice or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset.
- Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration.
- Strong written and verbal communication skills in both English and Spanish
- An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities.
- An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team
- Able to resolve interpersonal and interdepartmental issues
- Strong teamwork skills followed by a professional
- Analytical thinking
- An ability to maintain strict confidentiality
- Adaptability, flexibility, and mobility
Tipo de puesto: Tiempo completo
Sueldo: $2.800.000 - $3.300.000 al mes
Puede trasladarse/mudarse:
- Medellín, Antioquia: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio)
