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Service Support Specialist
hace 2 meses
**Job Summary**
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.
**Key Responsibilities:**- **Incident Management**: Ensure that all tables are operational without interruptions, and promptly address any issues that may arise.
- **Staff Management**: Ensure that the appropriate number of staff are present for each shift to maintain optimal gaming floor operations.
- **Game Irregularity Resolution**: Identify and resolve all game irregularities due to dealer mistake, software issues, or any other reason.
- **Real-Time Incident Resolution**: Identify and resolve all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity.
- **Player Dispute Resolution**: Resolve players' disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
- **Monitoring and Analysis**: Monitor critical application functions and infrastructure components via the provided monitoring tools; identify, analyze, log, and escalate all alerts as necessary.
- **System Integration**: Work with internal systems (JIRA, TTS, WIKI, etc.) to ensure seamless integration and data exchange.
- **Incident Reporting**: Record all events related to major incidents in the internal systems and produce post-resolution incident reports.
- **Ad-Hoc Situation Management**: Manage ad-hoc situations that may occur on shift in an appropriate manner to still deliver all products.
- **Customer Support**: Provide assistance in both Live Chat and ticketing system to ensure timely and effective customer support.
- **Technical Investigations**: Perform technical investigations of various queries to identify and resolve issues.
- **Priority Issue Escalation**: Identify and escalate priority issues to ensure timely resolution and minimize downtime.
- **Case Coordination**: Coordinate case resolution between internal teams to ensure seamless communication and effective issue resolution.
- **Client and End-User Support**: Resolve requests received from clients and end-users in a timely and professional manner.
