Responsibilities:

Provide advanced support services for internal and external entities according to contractual SLA obligations – Be a Subject Matter Expert for technical support in the company
Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls)
Prioritize, monitor, and track the progress of all incidents reported
Manage critical escalations during on and off-hours
Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
Interface with various Departments such as: R&D, IT, DevOps and other customer support groups to address product issues in complex environments
Maintain and create knowledgebase articles

What We're Looking For

Requirements

Excellent verbal and written communication skills in English – Must
Proven ability to troubleshoot and resolve technical issues in a creative, customer-oriented and results-driven mindset, using tools such as logging/monitoring/diagnosis systems – Must
Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
Strong understanding of web and web-related technologies and Client/Server applications – An advantage
Previous experience in SQL – An advantage
2+ years of relevant experience in a customer-focused position involving technical knowledge – An advantage
Experience with Web debugging tools – An advantage
Service Oriented and good communication and interpersonal skills
Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated and independent
24/7 availability in case of critical issues (during on-call duty)

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.