Service Support Specialist

Evolution Gaming Limited; Atlantic City (NJ); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Medical, Dental & Vision Insurance

Life Insurance

Discount Program

Training & Growth Opportunities

Job summary

Evolution Gaming Limited in Atlantic City, USA, is hiring a Service Support Specialist to ensure table uptime and resolve technical issues. You will monitor gaming floor operations, escalate incidents, and support staff in real-time to maintain game integrity and smooth player experiences.

The role requires strong English communication, high computer literacy, and excellent problem-solving skills. It offers full-time on-site work with competitive benefits and ongoing training for career growth.

Qualifications

• Requires secondary (higher, special, etc.) education
• Strong written and oral English required
• Good level of computer literacy
• Strong problem-solving and analytical skills
• Attention to detail with service-oriented mindset
• Ability to work well in a team and make decisions
• Excellent communication and people-management skills

Responsibilities

• Ensure all tables are operational without interruptions
• Guarantee game results are processed according to procedures for integrity
• Escalate incidents to 2nd/3rd line via Jira or SST
• Monitor critical applications and infrastructure components
• Respond to licensees via email or SST and resolve issues when possible
• Identify and escalate repeat incidents and provide coaching to staff

Skills

English communication

Computer literacy

Problem solving

Attention to detail

Service orientation

Teamwork

Decision making

Analytical skills

People management

Communication skills

Education

Secondary education or higher

Tools

Jira

SST

Job description

# 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.*