Service desk specialist in gaming

About the Company: VBET is an award-winning sports betting and gaming operator with 20 years of experience in the industry powered in-house by Betconstruct. We hold over 10 licenses and operate in over 120 countries. VBET’s mission is to give our customers the best betting and gaming experience in a safe and secure environment. About the Role: The successful candidate will be working within a fast-paced, exciting, and highly productive environment.

• Organize and follow up work processes based on priorities and deadlines, as well as time and task management during shifts
• Plan and designate request resources, prepare assets, monitor progress and keep stakeholders informed the entire way
• Update the team and team lead about daily done/resolved Critical and Major Incidents after each shift
• Provide specialized investigation and diagnosis of all cases
• Provide research answers to the questions and guide through corrective steps
• Understand the task and organize the tasks' workflow regarding the description and processes
• Act as a coach/mentor for newly hired team members
• Make suggestions regarding the optimization of the working/task process within the VBET internal and external teams
• Handle the additional tasks delegated by the management
• Ensure that assigned tickets are managed robustly & effectively and that business impact is identified and minimized

• Knowledge of English and Russian languages
• Knowledge of Jira ticketing system, MS Office, and the mailing system
• Knowledge of gambling industry regulations and licensing requirements
• Ability to create and update knowledge base information
• Knowledge of the technical aspects of online gaming platforms, including their architecture, how games are delivered to users, and how customers interact with them
• Understanding of licensing requirements and regulatory frameworks across various jurisdictions
• Understanding of cybersecurity protocols to protect user data
• Ability to work collaboratively across departments and teams to achieve shared goals
• Resilience and adaptability in dynamic or high-pressure environments
• Capability to foster an inclusive and positive organizational culture
• Strong time management skills to prioritize tasks
• Proven analytical and problem-solving abilities
• Strong analytical and communication skills to effectively diagnose requester issues and explain solutions clearly

• Working hours: Mixed shift (10:00 - 18:00, 18:00 - 2:00)
• Work Location: Onsite
• Competitive experience-based salaries
• Coverage for the employee health insurance
• Upskilling and reskilling trainings
• Social events, corporate parties
• 4 day offs in a year
• Transportation