Job Description
The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required.
- Ensure all tables are operational and troubleshoot technical failures.
- Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department.
- Resolve player disputes with Live Support and Casino Support.
- Prepare reports related to service support duties.
- Maintain a safe and clean gaming floor with no unauthorized personnel.
- Manage internal systems (JIRA, TTS, SST, WIKI).
- Handle ad-hoc situations to ensure product delivery.
- Ensure all operational tables have Games Presenters.
- Manage part-time table assignments.
- Report GP mistakes, software/hardware issues, and maintain communication with players and licensees about issues and maintenance.
- Monitor emails and respond to notifications.
Location: El Poblado, Medellín, Colombia (on-site)
Schedule: This position requires working a rotating schedule. We have a three-shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly, meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days.
Qualifications
At least 1 year of job experience in the fields of QA, Controller, BackOffice or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset.
- Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration.
- Strong written and verbal communication skills in both English and Spanish
- Required IT knowledge and experience with standard software applications, including MS Office, Windows, etc.
- An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities.
- An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team
- Able to resolve interpersonal and interdepartmental issues
- Strong teamwork skills followed by a professional
- Analytical thinking
- An ability to maintain strict confidentiality
- Adaptability, flexibility, and mobility
Additional Information
Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 16,000 EVOlutioneers across 30 markets worldwide, working in product innovation, software development, IT solutions, game hosting and business support. Evolution's dynamic and creative environment creates a unique opportunity for personal and professional growth.
Our integrated business-to-business solutions guarantee that our clients can always provide an unrivalled online entertainment experience to their players globally. We thrive on remaining an award-winning digital powerhouse of entertainment products and services with an ever-expanding line-up of product brands: Evolution Live, NetEnt, Red Tiger, Ezugi, Big Time Gaming, Nolimit City and DigiWheel.
Evolution is a Swedish company founded in 2006 and listed on Nasdaq Nordic (EVO).
We also offer:
- Competitive Compensation
- Career Growth Opportunities
- Opportunity to work on as part of a Global leader in online gaming
More information on www.evolution.com
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What We Do
Evolution is a world-leader in product innovation and advanced IT-solutions for video streamed live casino. Our code runs 24/7/365 serving millions of users globally and processing financial transactions of thousands of EUROs every second. Evolution AB (publ) is listed on Nasdaq Nordic with a MCAP of over EUR 20B. The company was founded in 2006, inspired by the world-renowned casino in Monte Carlo. Using the rapidly emerging technology, Evolution founders wanted to bring the excitement from the live player experience in to the home. From that came our brand promise of delivering a product which was AS REAL AS IT GETS, and our key corporate value ALIVE. Today, more than 13,000 EVOlutioneers work in the company’s sites across 5 continents. With an ever-growing world-wide demand for our innovative product and high quality services, we look for more high performing talent with a team player mindset and diverse skillsets and backgrounds. Please read our Privacy and Cookies policies below before submitting any personal data to us: https://www.evolution.com/privacy-policy & https://www.evolution.com/cookies-policy Followers must be 18+. http://gambleaware.co.uk Please gamble responsibly. 🔞 Evolution is licensed and regulated by the Malta Gaming Authority under licence MGA/B2B/187/2010 issued on 01 of August 2018. Evolution is also licensed and regulated in many other jurisdictions such as the United Kingdom, Belgium, Canada, Romania, South Africa, and others.
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