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Customer Support Specialist

hace 2 meses

Murcia, Murcia, España Evolution A tiempo completo

**Job Summary**

The Service Support Specialist will be responsible for ensuring that all gaming operations run smoothly 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:**

  • Ensure that all gaming tables are operational without interruptions.
  • Identify and resolve all game irregularities due to dealer mistake, software issues, or any other reason.
  • 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.
  • Resolve players' disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
  • Monitor critical application functions and infrastructure components via the provided monitoring tools; identify, analyze, log, and escalate all alerts as necessary.
  • Work with internal systems (JIRA, TTS, WIKI, etc.)
  • Record all events related to major incidents in the internal systems and produce post-resolution incident reports.
  • Manage ad-hoc situations which may occur on shift in an appropriate manner to still be able to deliver all products.
  • Monitor and provide assistance in both Live Chat and ticketing system.
  • Perform technical investigations of various queries.
  • Identify and escalate priority issues.
  • Coordinate case resolution between internal teams.
  • Resolve requests received from clients and end-users.