Evolution
Online Casinos
ServiceSupportSpecialist(QualityAssurance)
Neural analysis suggests this role is
optimal for mid candidates.
“Service Support Specialist (Quality Assurance) at Evolution. Skills: Quality Assurance, Service Support, Incident Management. Manage table uptime. Minimize table downtime”
Industry & Context.
Problem-solving; Analytical
What They're Looking For.
Must Have
Secondary education, Written and oral knowledge, Level of computer, Problem-solving, Attention to, Service oriented personality, Ability to work, Ability to make, Analytical, Managerial, Excellent Communication, People management skills
What You'll Do.
Minimize table downtime
Deal with technical issues
Follow escalation path
Notify Licensees of issues
Ensure tables are operational
Ensure game results processed correctly
Ensure appropriate staff present
Identify and resolve game irregularities
Identify and resolve real-time incidents
Resolve players' disputes
Identify problems/repeat incidents
Monitor critical application functions
Monitor infrastructure components
Handle major incident management
Perform 1st line diagnosis
Escalate Major Incidents
Coordinate support activity
Provide updates on Major Incidents
Record events related to Major Incidents
Respond to issues raised by licensees
Resolve issues raised by licensees
Improve subordinates work levels
Retraining and development workshops
Perform other duties as assigned
How You'll Work.
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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