// Open Role at evolution
The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required.
Location: On-Site
Tigo Sede Principal, Rivana Business Park Cra. 48 #20-45 , El Poblado, Medellín,
Edificio Torre La Vega, Cra 43A #1a Sur-267, El Poblado, Medellín, Colombia
Schedule: This position requires working a rotating schedule. We have a three-shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly, meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days.
Key Responsibilities:
Ensuring that all tables are operational without interruptions
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
Monitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analyzing, logging, and escalating all alerts as necessary
Work with internal systems (JIRA, TTS, WIKI, etc.)
Recording all events related to major incidents in TTS and producing post resolution incident reports
Manage ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all products
Train, mentor, and coach team members to help them achieve best results
Performing other duties, as asked by the direct manager, which are related to this position, and which meet the qualifications
At least 1 year of job experience in the fields of QA, Controller, BackOffice or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset.
Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration.
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
Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 20,000 EVOlutioneers across 50 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).
We also offer:
More information on www.evolution.com
"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 o escribe a +57 324 2643954""