Service support specialist

Evolution; Medellín; On-site; COP 33,480,000 - 66,960,000; Full time

Job summary

Evolution Development Colombia is seeking an Operations Specialist to ensure live tables run smoothly and to troubleshoot real-time issues across the gaming floor. You will coordinate with IT and support teams, addressing incidents and maintaining service levels.

Responsibilities include managing internal systems (JIRA, TTS, SST, WIKI), creating reports, and communicating effectively with players and licensees. Fluency in English (B2) and discretion are essential.

Qualifications

• Requires strong written and verbal English communication and the ability to operate software tools
• Ability to make independent managerial decisions and escalate when needed
• Proven ability to coordinate across departments and maintain team cooperation
• Demonstrates confidentiality, adaptability, and mobility in a dynamic environment

Responsibilities

• Ensure all tables are operational and troubleshoot technical failures
• Handle real-time issues like GP mistakes and software/hardware problems
• Escalate incidents to the appropriate 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)
• Report GP mistakes and communicate with players and licensees about issues

Skills

English (B2)

IT knowledge

MS Office

Windows

Teamwork

Analytical thinking

Confidentiality

Adaptability

Tools

JIRA

TTS

SST

WIKI

Job description

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).

Job Description

• 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.

Qualifications

• Strong written and verbal communication skills in English (B2)
• 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

Proceso inclusivo y libre de discriminación: En Evolution Development Colombia promovemos la igualdad de oportunidades. Las personas con cualquier tipo de discapacidad pueden postularse en cualquiera de las etapas del proceso, siempre que cumplan los requisitos del cargo. Si requieres ajustes razonables para participar en el proceso (por ejemplo: accesibilidad, intérprete, tiempo adicional, formatos alternativos), por favor indícalo al postularte