Service Support Specialist

hace 1 mes

España Evolution A tiempo completo

Company Description
Evolution is a world-leading Business-2-Business provider in product innovation and software development for online casinos. Thousands of people around the world enjoy our services every day. We are now looking for more ambitious talent to join us as we break new ground in one of the world’s most fast-moving industries.
With 20,000+ employees across more than 30 locations, the company develops, produces, markets, and licenses fully integrated Live Casino and Slots solutions to gaming operators globally. Evolution operates broadcasting studios in Latvia, Malta, Georgia, Canada, Spain, and the U.S. and is rapidly expanding to other locations around the world. Since 2015, Evolution is listed on Nasdaq Nordic.
In line with our key corporate value ALIVE, we are entrepreneurs who innovate for a living and always look for the next opportunity. We aim to always be at the forefront. Our reliability comes from our commitment to DO RIGHT by acting with integrity in everything that we do and always striving for top-quality in our delivery. We believe that our advantage is that we WORK TOGETHER, and we celebrate our diverse backgrounds as critical to our business success.
Our operations in Murcia are our broadcasting studio from which we air 24/7/365 and we offer a fast-moving and dynamic work environment in a sunny setting.
We are now looking for a Customer Support - Service Support Specialist This is truly an exciting opportunity for a talented individual looking for a career in a dynamic and international work environment.
Job Description
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:

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

Qualifications

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.


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