Technical Support Specialist
2 weeks ago
Company Overview
Evolution Americas is a leading provider of online casino entertainment, dedicated to delivering an unparalleled gaming experience. With a commitment to innovation and excellence, we have transformed the gaming landscape since our inception.
Position Summary
The Technical Support Specialist plays a crucial role in ensuring seamless operations by swiftly addressing various technical challenges. This position is vital for maintaining the integrity of our gaming tables and ensuring an uninterrupted experience for our players.
Key Responsibilities:
- Maintain operational efficiency of all gaming tables;
- Ensure game results are processed accurately and in accordance with established protocols;
- Identify and rectify game discrepancies arising from dealer errors, software malfunctions, or other factors;
- Address real-time operational incidents related to hardware, software, and network connectivity;
- Resolve player disputes concerning dealer actions or other incidents impacting game integrity;
- Escalate unresolved issues to appropriate support tiers as necessary;
- Monitor critical application functions and infrastructure components, logging and escalating alerts as needed;
- Manage major incidents affecting the Live Casino Service, including:
- Initial diagnosis of major incidents;
- Coordination of support activities during major incidents;
- Communication of updates to relevant stakeholders;
- Documentation of all major incident events in internal systems.
- Respond to inquiries from licensees through internal communication channels;
- Serve as a subject matter expert on service support policies and procedures.
Qualifications:
- High school diploma or equivalent required;
- Associate's degree preferred;
- Fluency in English is essential;
- Proficient in technology with a willingness to learn new systems;
- Strong analytical and problem-solving abilities;
- Attention to detail and a service-oriented mindset;
- Ability to work collaboratively within a team;
- Effective decision-making skills;
- Excellent communication capabilities.
About Evolution Americas
As a market leader in online casino solutions, Evolution Americas is committed to fostering a dynamic and inclusive work environment. Our team of over 18,000 professionals across various markets drives our success in product innovation, software development, and business support. We offer a range of benefits to our employees, including:
- Paid Time Off
- Paid Holidays
- Employee Referral Program
- Comprehensive Medical, Dental & Vision Insurance Plans
- Life and AD&D Insurance
- Employee Discount Program
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