Evolution
online casinos
ServiceSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Service Support Specialist at Evolution. Managing table uptime. Minimizing table downtime”
What You'll Achieve.
minimizing table downtime; guarantee integrity of; affect the availability of the Live Casino Service
Industry & Context.
problem-solving; Analytical
What They're Looking For.
Must Have
secondary (higher, special etc. ), written and oral knowledge of, level of computer, problem-solving, attention to, Service oriented personality, Ability to work in a, Ability to make, Analytical, Managerial, Excellent Communication, people management skills
What You'll Do.
Managing table uptime
Minimizing table downtime
Proactively dealing with technical issues
Following proper escalation path
Notifying Licensees about issues
Tracking incidents in JIRA / TTS / SST
Testing the studio during critical situations
Ensuring tables are operational
Ensuring games results are processed
Identifying and resolving game irregularities
Identifying and resolving real-time incidents
Resolving players’ disputes
Escalating incidents to support
Identifying problems/repeat Incidents
Monitoring critical application functions
Handling major incident management
1st line diagnosis of Major Incidents
Escalation of Major Incidents
Coordination of support activity
Providing update to concerned parties
Recording all events related to Major Incidents
Responding to issues raised by licensees
Improving and developing subordinates work levels
Other duties as assigned
How You'll Work.
Team & Collaboration
cross-functional coordination; Coordination of all support activity; Providing update to all concerned parties
Communication Scope
Excellent Communication
Full Job Description
Evolution the world leading B2B provider for online casinos. is hiring! At Evolution, our talent is live, the players are virtual. Every day, thousands play with real money, from their mobile devices, on one of our 50+ games. Since 2006, Evolution has been the leading product company of virtual casino games. We’ve evolved the gaming industry by designing and hosting the most streamed, interactive casino tables and slots in the world. Our North American talent broadcasts 24/7 from our studios in Atlantic City, New Jersey, Southfield, Michigan, Philadelphia, Pennsylvania, Fairfield, Connecticut and Vancouver, Canada. 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 ap
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