Service Desk Specialist / VBET
The successful candidate will be working within a fast-paced, exciting, and highly productive environment. This is a demanding, responsible, varied, exciting and challenging role where a passion for creating and improving processes is essential. In order to satisfy customers and offer them a great user experience, we’re looking for individuals with abilities to provide input into processes and to help drive internal improvements. Please note that this job requires working in rotating shifts: morning and evening ( 10:00 - 18:00, 18:00 - 02:00 )
- 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
- 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
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.
