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Descripción de la oferta
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.
Frequently checking e-mails for notification messages, and contacting responsible persons when necessary
Responsibilities
Perform his/her duties in accordance with standards and procedures established by the company
Comply to Internal Policy and instructions
Perform job obligations in proper, high quality and timely manner
Ensure compliance and accuracy of the provided information
Timely execution of any other reasonable tasks provided by the Direct Manager falling within the held position
Replace colleagues during their vacations, sick leaves and other absences, provided that replacement take place during working time and shall not be considered as additional work (overtime)
Ensure full attendance at trainings and workshops necessary for job assignments according to the development plan and request of the Direct Manager
Be Responsible for trusted work resources and items
Carry out the activities related to person safety
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
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, 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
We also offer:
Competitive Compensation
Career Growth Opportunities
Opportunity to work on as part of a Global leader in online gaming
Requerimientos
- Educación mínima: Universidad / Carrera tecnológica
- 1 año de experiencia
- Idiomas: Inglés
- Disponibilidad de viajar: Si
- Disponibilidad de cambio de residencia: Si
Palabras clave: servicio, service, apoyo, support, soporte, especialista
Hace 5 días (actualizada)
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DGNET LTD.
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Service Support Specialist
Medellín, Antioquia
¡No te pierdas ninguna oportunidad!
Escribe tu correo y te enviaremos nuevas ofertas por e-mail.
Información básica de privacidad y contacto
Responsable
DGNET LTD.
Finalidad
Atender las solicitudes de información y/o consultas efectuadas por el usuario –registrado o no- a través del portal web.
Legitimación
Tu consentimiento.
Destinatarios
Únicamente se cederán datos por obligación legal.
Derechos
Tienes derecho a acceder, rectificar y suprimir los datos, así como otros derechos, cuyo detalle se incluye en nuestra Política de Privacidad completa.
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