Service Support Specialist in Medellín, Colombia (On-site)

Company Description

Job Description

The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required.

• Ensure all tables are operational and troubleshoot technical failures.
• Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department.
• Resolve player disputes with Live Support and Casino Support.
• Prepare reports related to service support duties.
• Maintain a safe and clean gaming floor with no unauthorized personnel.
• Manage internal systems (JIRA, TTS, SST, WIKI).
• Handle ad-hoc situations to ensure product delivery.
• Ensure all operational tables have Games Presenters.
• Manage part-time table assignments.
• Report GP mistakes, software/hardware issues, and maintain communication with players and licensees about issues and maintenance.
• Monitor emails and respond to notifications.

Location: El Poblado, Medellín, Colombia (on-site)

Schedule: This position requires working a rotating schedule. We have a three-shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly, meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days.

Qualifications

At least 1 year of job experience in the fields of QA, Controller, BackOffice or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset.

• Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration.
• Strong written and verbal communication skills in  English (B2)
• Required IT knowledge and experience with standard software applications, including MS Office, Windows, etc.
• An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities.
• An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team
• Able to resolve interpersonal and interdepartmental issues
• Strong teamwork skills followed by a professional
• Analytical thinking
• An ability to maintain strict confidentiality
• Adaptability, flexibility, and mobility

Additional Information

Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 16,000 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).

We also offer:

• Competitive Compensation
• Career Growth Opportunities
• Opportunity to work on as part of a Global leader in online gaming

More information on www.evolution.com

"Proceso inclusivo y libre de discriminación: En Evolution Development Colombia promovemos la igualdad de oportunidades. Las personas con cualquier tipo de discapacidad pueden postularse en cualquiera de las etapas del proceso, siempre que cumplan los requisitos del cargo. Si requieres ajustes razonables para participar en el proceso (por ejemplo: accesibilidad, intérprete, tiempo adicional,formatos alternativos), por favor indícalo al postularte o escribe a +57 324 2643954"