Service Support Specialist

We proudly stand as a premier developer and provider of innovative products and services tailored for the entertainment sector. With a workforce boasting over 21,000 talented individuals spread across more than 40 global markets, we thrive in areas of product innovation, software development, IT solutions, and comprehensive business support.

At the heart of our success lies a dynamic and creative environment, fostering unparalleled opportunities for both personal and professional advancement.

We’re opening our first studio in Brazil and looking for a Service Support Specialist in São Paulo!

Responsibilities:

• Identifying and resolving all operational irregularities due to software issues, or any other reason
• Identifying and resolving all real-time incidents relating to all components of operations, including but not limited to hardware, software, and network connectivity
• Resolving client disputes
• Monitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analyzing, logging, and escalating all alerts as necessary
• Recording all events related to major incidents in internal systems and producing post-resolution incident reports.
• Manage ad-hoc situations that may occur on the shift appropriately to still be able to deliver all products.
• Administrative duties - scheduling, reporting, and organizing the daily processes according to the internal policies and procedures.
• Ensure the appropriate number of staff is present for each shift

• Good level of both written and spoken English
• An ability to make decisions requiring independent judgment and to identify and refer other issues to the proper authorities
• Ability to work any type of shift and to work full time and/or shift schedule.
• Strong interpersonal skills, soft skills (analytical/ multi-tasking/ high sense of responsibility)
• Ability to maintain strict confidentiality, a high sense of urgency, and a result-oriented attitude.
• Approachable, energetic, and able to work under pressure.
• Good level of computer literacy, more specifically of the Office package

Advantages for the applicants:

• Experience as a Service Support Specialist or in a similar role
• Portuguese language knowledge

We offer: 

• A key role in launching and managing our first studio in São Paulo, Brazil
• Competitive remuneration package
• A unique opportunity to gain extensive hands-on experience
• Professional and personal development opportunities