Service Support Specialist (On-Site Moreno)

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. Location: On-Site at Moreno, Buenos Aires Schedule: This position requires working a weekly rotating schedule . We have a three-shift rotation with mornings (6:00 - 14:00), afternoons (14:00 - 22:00), and nights (22:00 - 6:00). Key Responsibilities: Ensuring that all tables are operational without interruptions Identifying and resolving all game irregularities due to dealer mistake, software issues or any other reason Identifying and resolving all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity Resolving players’ disputes related to the actions of the dealer or any other event that could have affected the integrity of the game Monitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analyzing, logging, and escalating all alerts as necessary Work with internal systems (JIRA, TTS, WIKI, etc.) Recording all events related to major incidents in TTS and producing post resolution incident reports Manage ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all products Train, mentor, and coach team members to help them achieve best results Performing other duties, as asked by the direct manager, which are related to this position, and which meet the qualifications Strong organizational skills Required IT knowledge Strong written and verbal communication skills in both English and Spanish An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities Strong teamwork skills followed by a professional An ability to maintain strict confidentiality An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team Able to resolve interpersonal and interdepartmental issues Experience in similar required EVO experience will be considered an asset This position is an excellent opportunity to join the team at Evolution, a fast-growing company. We also offer: Competitive salary Full training and growth opportunities Professional and personal development – for the right person, there is the possibility to take on greater responsibilities within the role Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by more than 22,000 EVOlutioneers across over 30 markets worldwide, working in product innovation, software development, IT solutions, game presentation, and business support. Evolution’s dynamic and creative environment offers a unique opportunity for personal and professional growth. Our integrated business-to-business (B2B) solutions ensure that our clients can always deliver an unmatched online entertainment experience to their players worldwide. We are proud to remain an award-winning digital powerhouse in entertainment products and services, with an ever-expanding portfolio of 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). Evolution, the world’s leading B2B provider for online casinos, is hiring! At Evolution, our talent is live and our players are virtual. Every day, thousands of people play with real money from their mobile devices on one of our more than 50 games. Since 2006, Evolution has been the leading company in virtual casino gaming products. We have revolutionized the gaming industry by designing and operating the world’s most streamed and interactive casino tables and slot games.