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About Evolution Gaming
Evolution Gaming is a world-leading Business-2-Business provider in product innovation and software development for online casinos. We are a dynamic and international company with a strong commitment to excellence and customer satisfaction.
Job Description
The Service Support Specialist will be responsible for ensuring that all tables are operational without interruptions by effectively handling all real-time incidents on the gaming floors. This is a critical role that requires strong problem-solving skills, attention to detail, and excellent communication skills.
Main Responsibilities:
- Ensure that all tables are operational without interruptions.
- Identify and resolve all game irregularities due to dealer mistakes, software issues, or any other reason.
- Identify and resolve all real-time incidents on the gaming floor relating to all components of operations, including but not limited to hardware, software, and network connectivity.
- Resolve players' disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
- Monitor 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.) to record all events related to major incidents and produce post-resolution incident reports.
- Manage ad-hoc situations that may occur on the shift in an appropriate manner to still be able to deliver all products.
Requirements:
- Has met all targets and expectations set by the Direct Manager.
- Strong written and oral communication skills in English.
- Fluent knowledge of Spanish will be considered an asset.
- Ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities.
- Strong leadership skills followed by a professional and open-minded personality at all times.
- Ability to maintain strict confidentiality.
- Ability to communicate clearly with staff, establishing cooperative linkages among the team.
- Able to resolve interpersonal and interdepartmental issues.
- Analytical and proactive approach with keen attention to detail.
- Keen skill for multi-tasking along with excellent problem-solving skills.
- Approachable, energetic presence thriving in a high-pressure environment.
- Excellent presentation skills.
- Diverse understanding of the complexity and dynamics of working within a multicultural environment.
