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Service Support Specialist
hace 2 meses
At Evolution, we are seeking a highly skilled Service Support Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our gaming floors.
Main Responsibilities:
- Incident Resolution: Identify and resolve all real-time incidents on the gaming floor, including hardware, software, and network connectivity issues.
- Shift Preparation: Prepare a completed shift report for the business and submit shift results to Management.
- Staff Management: Ensure an appropriate number of staff are present for each shift.
- Game Irregularities: Identify and resolve all game irregularities due to dealer mistake, software issues, or any other reason.
- Player Disputes: 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 Escalation: Monitor critical application functions and infrastructure components via the provided monitoring tools; identify, analyse, log, and escalate all alerts as necessary.
- Internal Systems: Work with internal systems (JIRA, TTS, WIKI, etc.) to record all events related to major incidents and produce post-resolution incident reports.
- Ad-Hoc Situations: Manage ad-hoc situations that may occur on shift in an appropriate manner to still deliver all products.
- Live Chat and Ticketing: Monitor and provide assistance in both Live Chat and ticketing systems.
- Technical Investigations: Perform technical investigations of various queries.
- Prioritization and Escalation: Identify and escalate priority issues.
- Case Resolution: Coordinate case resolution between internal teams.
- Client and End-User Requests: Resolve requests received from clients and end-users.
Qualifications:
- Excellent Customer Service: Excellent customer service orientation and communication skills.
- Customer Support Experience: Experience in providing customer support service (recommended).
- Language Skills: Excellent English skills both spoken and written, and excellent Spanish skills both spoken and written.
- Time Management: Good time management skills.
- Stress Tolerance: Stress tolerance and attention to details.
- Leadership Skills: High level of self-confidence and ability to make decisions independently.
- Confidentiality: Ability to maintain strict confidentiality.
- Communication Skills: Ability to communicate clearly with staff, establishing cooperative linkages among the team.
- Problem-Solving Skills: Analytical and proactive approach with keen attention to detail.
- Multi-Tasking: Keen skill for multi-tasking along with excellent problem-solving skills.
- Approachable Presence: Approachable, energetic presence thriving in a high-pressure environment.
- Presentation Skills: Excellent presentation skills.
- Cultural Awareness: Diverse understanding of the complexity and dynamics of working within a multicultural environment.
