The Service Support Specialist will be responsible for ensuring that all tables are operational without interruptions by effectively handling all real-time incidents on the gaming floors. As the Service Support Specialist, you will be expected to prepare a completed shift report for the business and submit shift results to Management.
Main Responsibilities:
The basic responsibilities and expectations for the position are as follows:
- Ensuring that all tables are operational without interruptions
- Ensure appropriate number of staff are present for each shift
- Identifying and resolving all game irregularities due to dealer mistake, software issues or any other reason
- Identifying and resolving all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity
- Resolving players’ disputes related to the actions of the dealer or any other event that could have affected the integrity of the game
- Monitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analysing, logging and escalating all alerts as necessary
- Work with internal systems (JIRA, TTS, WIKI, etc.)
- Recording all events related to major incidents in the internal systems and producing post resolution incident reports
- Manage ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all products
- Monitoring and providing assistance in both Live Chat and ticketing system
- Performing technical investigations of various queries
- Identifying and escalating priority issues
- Coordinating case resolution between internal teams
- Resolving requests received from clients and end-users
- Excellent customer service orientation and communication skills
- Experience in providing customer support service (recommendable)
- Excellent English skills both spoken and written
- Excellent Spanish skills both spoken and written
- Good time management skills
- Stress tolerance and attention to details
- High level of self-confidence and ability to make decisions independently
- An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities
- Strong leadership skills followed by a professional and open-minded personality at all times
- An ability to maintain strict confidentiality
- An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team
- Able to resolve interpersonal and interdepartmental issues
- An analytical and proactive approach with keen attention to detail
- A keen skill for multi-tasking along with excellent problem-solving skills
- An approachable, energetic presence thriving in a high-pressure environment
- Excellent presentation skills
- A diverse understanding of the complexity and dynamics of working within a multicultural environment.
