Service Support Specialist (On-Site Canning, Ezeiza)

Job description

The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required.

Location

On-Site at Canning, Ezeiza, Shopping Las Toscas Schedule: This position requires working a weekly rotating schedule . We have a three-shift rotation with mornings (6:00 - 14:00), afternoons (14:00 - 22:00), and nights (22:00 - 6:00).

Key Responsibilities

Ensuring that all tables are operational without interruptions 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, analyzing, logging, and escalating all alerts as necessary

• Work with internal systems (JIRA, TTS, WIKI, etc.) Recording all events related to major incidents in TTS 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
• Train, mentor, and coach team members to help them achieve best results Performing other duties, as asked by the direct manager, which are related to this position, and which meet the qualifications

Qualifications

• Strong organizational skills Required IT knowledge
• Strong written and verbal communication skills in both English and Spanish An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities
• Strong teamwork skills followed by a professional 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 Experience in similar required EVO experience will be considered an asset