Aristocrat
Sofia, Bulgaria
Currently we are looking for a Senior Tech Support Representative to join the Tech Support team. More information on the requirements and responsibilities will be down below. What You'll Do I. MAIN DUTIES AND RESPONSIBILITIES Front-Line responsibility for Critical and Major incidents. Senior escalation point for time-based elevations (close to breaching SLA). Perform quality review for ongoing tickets. Act as a Subject Matter Expert for regular technical support representatives in the department. Maintain and create knowledgebase articles. Perform new feature training courses for the regular technical support representatives in the department. Perform new hire training for the newcoming technical support representatives. Monitoring the welfare of the servers and databases in production using various tools. Fix critical malfunctions and try to minimize down-time to no-time. Manage failures to be sufferable and escalate them to relevant teams....