Service Operations Analyst

at  Gaming Innovation Group

We are looking for a Service Operations Analyst to join our team responsible for supporting clients on our platforms. You will work on all aspects of troubleshooting mission-critical 24/7 client operations.
Your mission will be to provide excellent B2B customer support to our clients in order to ensure our very high quality standards are met. You need to be a great communicative person, proactive, self-motivated and with a strong customer-focused attitude which will ensure building outstanding relationships with our clients.
You will be joining a tight knit, friendly, professional team of people who are dedicated to provide support, get excited to solve tough problems, and like seeing results, fast.
You get excited by challenges and deadlines and are driven to succeed and know how to celebrate with your team, when you do.

TO FILL THIS ROLE YOU NEED TO BE AVAILABLE TO PERFORM ALL THREE SHIFTS IN A 24/7 ROTATION:

• From 2/3AM to 10/11AM (Argentina)
• From 10/11AM to 18/19PM (Argentina)
• From 18/19PM to 2/3AM (Argentina)

WHAT YOU’LL BE DOING:

• Provide 1st line support to respond, investigate and resolve escalated incidents and service requests through the internal Service Management system
• Being a product and service champion for our platforms and ensure client’s full adoption through continuous support and customer-focused approach
• Escalating directly to other internal support teams where a resolution is not immediately possible
• Proactive monitoring of live production environments and event management
• Hands-on handling and troubleshooting of a wide variety of support matters
• Identify application defects and follow-up on the issues with other internal service teams forming part of the support framework, and external service provider(s)
• Identify 3rd party platform problems and communicate as necessary, both internally and externally
• Liaise with service providers and other teams, following incidents through to resolution
• Build internal knowledge base and self-support articles to help in acting faster on future incidents
• Speedily interpret and process data from various sources in a fast moving and changing environment
• Define and implement enabling tools to run and operate efficiently
• Taking immediate action to mitigate losses to both business and customer