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.

• Ensure all tables are operational and troubleshoot technical failures.
• Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department.
• Resolve player disputes with Live Support and Casino Support.
• Prepare reports related to service support duties.
• Maintain a safe and clean gaming floor with no unauthorized personnel.
• Manage internal systems (JIRA, TTS, SST, WIKI).
• Handle ad‑hoc situations to ensure product delivery.
• Ensure all operational tables have Games Presenters.
• Manage part‑time table assignments.
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