Live Casino Support & Incident Specialist

Winclap; Moreno; On-site; ARS 2,000,000 - 4,000,000; Full time

Benefits offered by this job

Competitive salary

Full training and growth opportunities

Professional and personal development

Job summary

Evolution is hiring a Service Support Specialist for on-site work in Moreno, Buenos Aires. The role focuses on monitoring live casino gameplay, correcting errors, and escalating issues in real-time to keep tables operational without interruptions.

You will document events, work with tools like JIRA and TTS, and participate in incident reporting. The position requires strong IT knowledge, bilingual English/Spanish communication, and the ability to make independent decisions.

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.

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

Skills

Organizational skills

IT knowledge

Bilingual English/Spanish

Decision making

Teamwork

Confidentiality

Interdepartmental communication

Experience in similar role

EVO experience asset

Job description

Evolution is hiring a Service Support Specialist for on-site work in Moreno, Buenos Aires. The role focuses on monitoring live casino gameplay, correcting errors, and escalating issues in real-time to keep tables operational without interruptions.

You will document events, work with tools like JIRA and TTS, and participate in incident reporting. The position requires strong IT knowledge, bilingual English/Spanish communication, and the ability to make independent decisions.