Service support specialist

Evolution; Medellín; On-site; COP 50,220,000 - 78,120,000; Full time

Job summary

Evolution, a leader in online casino entertainment, seeks an Operations/Live Support professional to ensure smooth table operations, troubleshoot real-time issues, and resolve player disputes. The role involves coordinating with Live Support and Casino Support teams, maintaining internal systems, and producing service reports.

The position requires strong English (B2), solid IT basics, and the ability to make independent decisions while collaborating across departments.

Qualifications

• Strong written and verbal communication in English (B2).
• Proficient IT skills with MS Office and Windows.
• Ability to make independent managerial decisions.
• Clear communication to establish cooperative links within the team.
• Resolve interpersonal and interdepartmental issues.
• Strong teamwork and professionalism.
• Analytical thinking and confidentiality.
• Adaptability, flexibility, and mobility.

Responsibilities

• Ensure all tables are operational and troubleshoot failures.
• Handle real-time issues including GP mistakes, software/hardware problems, and critical incidents; escalate as needed.
• 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; communicate with players and licensees about issues.
• Monitor emails and respond to notifications.

Skills

English (B2)

Communication skills

Teamwork

Analytical thinking

Confidentiality

Adaptability

Mobility

Independent judgment

Tools

JIRA

TTS

SST

WIKI

MS Office

Windows

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

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