Service Support Specialist

Evolution Gaming Limited; Atlantic City (NJ); In loco; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Evolution Gaming Limited is seeking a Service Support Specialist to keep gaming tables up and running and minimize downtime. You will proactively handle technical issues, notify licensees promptly, and track incidents in Jira/SST systems while testing the studio during critical situations.

You will work with a team to resolve real-time incidents, ensure correct procedures, and support staff across shifts to maintain service quality and game integrity.

Competenze

• 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 skills.

Mansioni

• Ensure all tables are operational without interruptions.
• Ensure game results are completed and processed to guarantee integrity of games.
• Ensure appropriate number of staff are present for each shift.
• Identify and resolve game irregularities due to dealer error, software issues, or other causes.
• Identify and resolve real-time incidents on the gaming floor related to hardware, software, and network connectivity.
• Resolve players’ disputes related to dealer actions or events affecting game integrity.
• Escalate unresolved incidents to 2nd/3rd line via Jira or SST.
• Identify recurring incidents and escalate to 2nd/3rd line via Jira/SST.
• Monitor critical applications and infrastructure components; log and escalate alerts.
• Respond to licensees’ issues via email or SST when possible.
• Develop subordinates through retraining and workshops.
• Other duties as assigned.

Conoscenze

Table uptime

English proficiency

Computer literacy

Problem solving

Attention to detail

Service orientation

Teamwork

Decision making

Analytical skills

People management

Managerial skills

Formazione

Secondary education

Descrizione del lavoro

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.

• 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 skills