Service Support Specialist (On-Site Moreno)

Evolution; Buenos Aires; On-site; ARS 55,567,904 - 69,459,880; Full time

Benefits offered by this job

Competitive salary

Full training and growth opportunities

Professional and personal development opportunities

Job summary

Evolution is seeking a Service Support Specialist in Buenos Aires to monitor live casino game play and ensure operational efficiency. The candidate will be responsible for resolving technical issues, managing player disputes, and training team members. Strong organizational skills and bilingual communication in English and Spanish are essential. Candidates with prior experience, particularly within EVO, will be prioritized. This on-site position offers full training and growth opportunities.

Qualifications

• Experience in a similar role is required.
• Ability to maintain strict confidentiality is essential.
• Experience with EVO is considered an asset.

Responsibilities

• Monitor and ensure all tables are operational without interruptions.
• Identify and resolve game irregularities due to errors.
• Manage incidents related to hardware, software, and connectivity.
• Resolve player disputes effectively.
• Train and mentor team members.

Skills

Strong organizational skills

Strong written and verbal communication skills in both English and Spanish

Strong teamwork skills

IT knowledge

Tools

JIRA

TTS

WIKI

Job description

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

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

Additional Information

• 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