Service Support Specialist

4 weeks ago

Southfield, United States Evolution Americas Full time
Job DescriptionJob DescriptionCompany Description

World's No.1 online casino is hiring talent At Evolution, our talent is live, the players are virtual. 
Evolution is a developer and supplier of virtual casino games, since 2006. We evolved the gaming industry by designing and hosting the most streamed, interactive casino tables and slots in the world. Every day, thousands play with real money, from their mobile devices, on one of our 50+ games.

Celebrating 17 years of presenting games in 15 languages, Evolution is momentously thriving beyond our 10 studios, 18,000 employees, and 30 countries and cities. Our North American talent broadcasts 24/7 from our studios in Atlantic City, NJ, Southfield, Michigan, Philadelphia, PA, Fairfield, CT and Vancouver, Ontario & Montreal-Quebec Canada.
At Evolution, everyone is a winner

Embracing diversity by hiring personalities across any ethnicity, gender expression, and religion, Evolution is a global enterprise hiring individuals that will elevate our brand.

 

Job Description

Summary

The Service Support Specialist is responsible for minimizing table downtime by resolving different type of technical issues in a timely manner. They will follow proper escalation paths, notify operators in a timely manner about issues and tracking incidents in internal systems.

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;
  • 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 internal systems as required.
  • Identifying problems/repeat Incidents and escalating them to appropriate 2nd line, 3rd Line support function via internal systems 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 internal systems
  • Responding to and where possible, resolving any issues raised by licensees either via email or other internal systems
  • Acting as a subject matter expert as it relates to service support policies and procedures and track changes as required
  • Other duties as assigned.
Qualifications

Qualification Requirements and Competences

  • Highschool diploma or equivalent required
  • Associate’s degree preferred but not required
  • English fluency required
  • Proficient in technology with the ability to learn new programs
  • Strong problem-solving skills
  • Ability to follow procedures and fulfil tasks given by direct manager;
  • Strong attention to details
  • Service oriented
  • Ability to work in a team
  • Ability to make decisions
  • Analytical skills;
  • Excellent Communication skills;


Additional Information

About Us

Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 18,000 EVOlutioneers across 30 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).

Evolution America was established in 2019 for more information on Evolution.com.

This position is an excellent opportunity to join the fast-growing Evolution team. We also offer:

  • Paid Time Off
  • Paid Holidays
  • Employee Referral Program
  • Medical, Dental & Vision Insurance Plans
  • Life and AD&D Insurance
  • Employee Discount Program

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