Service Support Specialist

Evolution; Atlantic City (NJ); Presencial; USD 23.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive hourly rate $20

Paid time off

Paid holidays

Medical, dental & vision insurance

Company paid life and AD&D insurance

Discount program

Full training & growth opportunities

Professional development

Descripción de la vacante

Evolution Gaming Limited in Atlantic City is hiring a Service Support Specialist to keep gaming tables up and running and to quickly resolve issues affecting game integrity. You will manage incidents, escalate where needed, and monitor critical systems to prevent downtime.

The role requires strong English, team collaboration, and technical literacy. Competitive benefits and growth opportunities accompany a full-time position in a fast-paced environment.

Formación

• Execution of job duties requires secondary or higher education.
• Strong written and oral knowledge of English.
• Strong level of computer literacy.
• Strong problem-solving skills.
• Strong attention to detail.
• Service oriented personality traits.
• Ability to work in a team.
• Ability to make decisions.
• Analytical skills.
• Managerial skills and strong people management abilities.
• Excellent communication skills.

Responsabilidades

• Ensuring that all tables are operational without interruptions.
• Ensuring games results are completed and processed correctly.
• Maintain appropriate staff levels for each shift.
• Identify and resolve game irregularities due to dealer error, software issues, or other causes.
• Resolve real-time incidents on the gaming floor across hardware, software, and network connectivity.
• Address players’ disputes affecting game integrity.
• Escalate unresolved incidents to 2nd/3rd line via Jira or SST.
• Monitor critical applications and infrastructure using monitoring tools.
• Respond to licensees’ issues via email or SST.
• Improve subordinate performance through retraining and development.

Conocimientos

English proficiency

Computer literacy

Problem solving

Attention to detail

Service orientation

Teamwork

Decision making

Analytical skills

Communication skills

People management

Educación

Secondary education or higher

Herramientas

JIRA

SST

Descripción del empleo

# We are hiring: **Service Support Specialist*** Atlantic City, United States* Full-time positionApply NowShare job## Job **Description**The Service Support Specialist is responsible for managing table uptime and minimizing table downtime as much as possible by proactively dealing with different type of technical issues, following proper escalation path, notifying Licensees in a timely manner about issues occurred and tracking incidents in JIRA / TTS / SST systems, and testing the studio during critical situations.**Responsibilities:*** Ensuring that all tables are operational without interruptions;* Ensuring games results are completed and processed according to the correct procedures to guarantee integrity of games;* Ensure appropriate number of staff are present for each shift;* 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.* Escalating all incidents that cannot be resolved at 1st line to the appropriate 2nd line, or 3rd line support function via Jira or SST as required.* Identifying problems/repeat Incidents and escalating them to appropriate 2nd line, 3rd Line support function via Jira /SST where appropriate.* Monitoring critical application functions and Infrastructure components via the provided monitoring tools; identifying, analyzing, logging and escalating all alerts as necessary.* Responding to and where possible, resolving any issues raised by licensees either via email or SST.* Improving and developing subordinates work levels through re-training and development workshops* Other duties as assigned.## **Qualifications*** Execution of job duties requires secondary (higher, special etc.) education;* Strong written and oral knowledge of English;* Strong level of computer literacy;* Strong problem-solving skills;* Strong attention to detail;* Service oriented personality traits;* Ability to work in a team;* Ability to make decisions;* Analytical skills;* Managerial skills;* Excellent Communication skills;* Strong people management skillsApply Now## Additional **Information****Benefits:*** Competitive Hourly Rate ($20)* Paid Time Off* Paid Holidays* Medical, Dental & Vision Insurance Plans* Company Paid Life and AD&D Insurance* Nationwide Employee Discount Program* Full Training & Growth Opportunities* Professional and personal development – for the right person there is opportunity for the role to grow in responsibilityEvolution 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).Evolution USA was established in 2018. More information on Evolution.com.For more information visit www.evolution.com*All your information will be kept confidential according to EEO guidelines.*#EVONJLApply Now