Service Support Specialist
Translated from Portuguese
Description
The Service Support Specialist is at the core of our studio's operations, ensuring a seamless gaming experience by identifying and resolving real-time incidents and operational irregularities. This role demands quick thinking, excellent communication skills, and a proactive approach to problem-solving in a dynamic, fast-paced environment.
Responsibilities
- Identify and resolve all operational irregularities caused by software issues or any other reason
- Identify and resolve all real-time incidents related to all components of the operation, including but not limited to hardware, software, and network connectivity
- Monitor critical application functions and infrastructure components through available monitoring tools; identify, analyze, log, and escalate all alerts as needed
- Log all events related to critical incidents in internal systems and produce incident reports
- Manage unforeseen situations that may arise during the shift appropriately, ensuring the delivery of all products
- Perform administrative tasks – scheduling, reporting, and organizing daily processes according to internal policies and procedures
Requirements
- Good level of English, both written and spoken
- Ability to make decisions with independent judgment and to identify and escalate other issues to the appropriate authorities
- Availability to work any type of shift and full-time on a rotating schedule
- Strong interpersonal and behavioral skills (analytical, multitasking, high sense of responsibility)
- Ability to maintain absolute confidentiality, a sense of urgency, and a results-oriented attitude
- Approachable, energetic profile with the ability to work under pressure
- Good level of computer literacy, especially in the Office suite
Benefits
- A key role in launching and managing our first studio in São Paulo, Brazil
- Competitive compensation package
- A unique opportunity to gain extensive hands-on experience
- Opportunities for professional and personal development
