The Client:
Our client OPAP, a leading gaming company in Greece and Cyprus and one of the most renowned in its industry worldwide is expanding its operations in Cyprus and is looking to recruit a Technical Support Associate.
The Position:
The Technical Support Associate will be a part of the Technology team and will report to the Technical Support Manager. The position's basic vision is to provide over the phone 1st Level Technical support related to issues raised from store agents and to address incoming technical incidents (i.e. store infrastructure, operational issues, and equipment). Handles their resolution or escalation, following established processes, methodology and resolution models.
Duties and Responsibilities:
Answers incoming phone calls and provide 1st level support to agents / employees experiencing issues of all kinds related to the OPAP Group of Companies betting platforms and operations
Analyses the issue and determines how and if they can be fixed remotely, escalating when and where applicable
Raises and follows up of tickets using the approved ticketing tool
Monitors the network using the provided tools and takes all actions needed
Reports to the Technical Support Manager of any urgent incidents, abnormal betting platform issues, global network issues, or anything else that is affecting the gaming operations of a single shop or when the entire estate is affected
Provides assistance to the shop agents and employees in a clear and simple manner
Escalates to the appropriate support team if issue cannot be resolved remotely or if onsite visit is required
Acts proactively and be able to foresee possible issues
Works closely with all members of the Call Centre team, provides clear feedback in order for next shift to take over without any issues
Works in shifts, following betting shops operating hours or as instructed by the Management
Prepares daily reports when necessary and updates files and screens when needed
Responds to ad-hoc assignments to meet business needs that are not specifically or previously described and are related to the content of current job and the personal skills and capabilities
Skills/ Qualifications/ Experience:
Bachelors or an associate degree in IT or a related field can be beneficial.
Fluent in Greek
Technology oriented – Computer literate
Strong analytical and troubleshooting Skills
Understanding of basic networking principles
Familiarity with Windows OS
Basic knowledge of remote desktop applications and help desk software
Ability to multi-task, work under pressure and adapt to changes quickly
Experience with CRM systems will be considered an advantage
Team player with Positive attitude
Location:
The position is for the OPAP's offices in Nicosia, Cyprus.
Remuneration:
An attractive remuneration package will be offered to the successful candidate based on qualifications and experience.
Apply now in strict confidence.
Only successful candidates will be contacted.