Job Description

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. 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.

About the team:

Service Desk Department is one of the most important Departments in VBET, which minimizes the impact of IT incidents on system/service users and reduces the impact on business operations. We welcome Service Desk Specialists who have a passion for building a world-leading brand with us, giving our customers the best betting and gaming experience in a safe and secure environment. If you have the passion, and collaborative spirit, let’s move forward together.

Responsibilities:
  • 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
Required Qualifications:
  • 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
Skills:
  • Creating Test Documentation: Test Cases (JIRA), Bug Reports (JIRA), Test Plan
Additional Information:

Role Benefits: 

  • 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 

About the Role
Please note that this job requires working in rotating shifts: morning and evening (10:00 - 18:00, 18:00 - 02:00)
Work Location: Onsite
Address: Caucasus Complex, 122 Gevorg Chaush St. (adjacent to the "Vahakni" residential community, near the Ashtarak highway).

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