Technical Support, Online Gaming
2 weeks ago
Solaire Resort Entertainment City | Full time
Technical Support, Online Gaming- State/Province: National Capital Region (Manila)
- Country: Philippines
POSITION SUMMARY
Provide technical assistance to Online Gaming Customer Support and assist the technical & development team with information (from reported issues) for troubleshooting related to Solaire Online operations.
EXPERIENCE REQUIRED
Experience required for the role.
- Daily management and monitoring of support tickets (follow-up and escalate open tickets to resolution).
- Document issue resolution (Root Cause and Steps Taken) for support knowledge base reference.
- Daily checks and monitoring of essential online platform and server services (Slot, Studio, Stadium, and future products/applications) to ensure smooth operations of Solaire Online system.
- Communicate and assist internal IT (infrastructure & network), technology partners, game providers, service providers, etc. with information for troubleshooting.
- Perform checks on backup activity for Solaire Online system.
- Coordinate system maintenance schedule with Online Gaming Team and IT infrastructure team.
KEY PERFORMANCE INDICATORS/KEY SUCCESS FACTORS
• Service Level Support (according to agreed turnaround time)
• Ticket Management (open, closed tickets)
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