Zl368 Service Support Specialist

Job DescriptionThe 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 interruptionsEnsure appropriate number of staff are present for each shiftIdentifying and resolving all game irregularities due to dealer mistake, software issues or any other reasonIdentifying 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 connectivityResolving players' disputes related to the actions of the dealer or any other event that could have affected the integrity of the gameMonitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analysing,logging and escalating all alerts as necessaryWork with internal systems (JIRA, TTS, WIKI, etc.)Recording all events related to major incidents in the internal systems and producing post resolution incident reportsManage ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all productsMonitoring and providing assistance in both Live Chat and ticketing systemPerforming technical investigations of various queriesIdentifying and escalating priority issuesCoordinating case resolution between internal teamsResolving requests received from clients and end-users#J-18808-Ljbffr