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Evolution · 2 days ago

Service Support Specialist

Atlantic City, NJ, USA

Full-time

Onsite

New Grad, Entry Level

$20.19/hr - $20.19/hr

Evolution is the world leading B2B provider for online casinos, and they are seeking a Service Support Specialist to manage table uptime and minimize downtime by addressing technical issues. The role involves ensuring operational integrity of gaming tables, resolving incidents, and providing support during critical situations.

CasinoGamblingGaming

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, analysing, logging and escalating all alerts as necessary

Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to: 1st line diagnosis of all Major Incidents Escalation of Major Incidents to the appropriate 2nd line support group Coordination of all support activity throughout the duration of Major Incidents Providing update to all concerned parties throughout the duration of Major Incidents in line with timeframes defined by our Service Level Agreements. Recording all events related to Major Incidents in SST

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

Qualification

JIRASSTTechnical SupportEnglish proficiencyProblem-solvingComputer literacyAnalytical skillsManagerial skillsPeople managementAttention to detailTeamworkDecision makingCommunication skills