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Service Support Specialist in Medellín, Colombia
hace 2 semanas
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.
Responsibilities:- Ensure all tables are operational and troubleshoot technical failures.
- Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department.
- Resolve player disputes with Live Support and Casino Support.
- Prepare reports related to service support duties.
- Maintain a safe and clean gaming floor with no unauthorized personnel.
- Manage internal systems (JIRA, TTS, SST, WIKI).
- Handle ad-hoc situations to ensure product delivery.
- Ensure all operational tables have Games Presenters.
- Manage part-time table assignments.
- Report GP mistakes, software/hardware issues, and maintain communication with players and licensees about issues and maintenance.
- Monitor emails and respond to notifications.
Location: El Poblado, Medellín, Colombia (on-site)
Schedule: This position requires working a rotating schedule . We have a three-shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly , meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days.
Minimum Requirements:- At least 1 year of job experience in the fields of QA, Controller, BackOffice or similar areas where it 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 English (B2) .
- Required IT knowledge and experience with standard software applications, including MS Office, Windows, etc.
- 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, effectively establishing cooperative linkages among the team.
- Able to resolve interpersonal and interdepartmental issues.
- Strong teamwork skills followed by a professional demeanor.
- Analytical thinking.
- An ability to maintain strict confidentiality.
- Adaptability, flexibility, and mobility.
