Service Support Specialist in Medellín, Colombia
hace 2 días
Job Title: Service Support Specialist
The Service Support Specialist is a critical role within Evolution, responsible for ensuring the smooth operation of our live casino games. This individual will monitor game play, identify and resolve technical issues, and document errors in real-time.
- Monitor live casino game play and troubleshoot technical failures to ensure tables are operational.
- Handle real-time issues such as GP mistakes, software/hardware problems, and critical incidents, escalating them to the relevant department as needed.
- Resolve player disputes with Live Support and Casino Support, maintaining a professional and courteous demeanor at all times.
- Prepare reports related to service support duties, providing valuable insights into game performance and areas for improvement.
- Maintain a safe and clean gaming floor, ensuring that all operational tables have Games Presenters and that part-time table assignments are managed effectively.
- Manage internal systems, including JIRA, TTS, SST, and WIKI, to ensure seamless communication and collaboration across teams.
- Handle ad-hoc situations to ensure product delivery, demonstrating adaptability and flexibility in a fast-paced environment.
Requirements:
- At least 1 year of experience in QA, Controller, BackOffice, or similar areas, with a strong understanding of ticket creation, reporting, and live monitoring.
- Associate's Degree or Bachelor's degree in technology or administration, with a strong foundation in IT knowledge and experience with standard software applications.
- Excellent written and verbal communication skills in English and Spanish, with the ability to communicate effectively with staff and stakeholders.
- Strong analytical thinking, problem-solving skills, and ability to maintain strict confidentiality in a dynamic and creative environment.
About Evolution:
Evolution is a market-leading developer and provider of products and services for online casino entertainment, with a global presence and a commitment to innovation and excellence. As a Service Support Specialist, you will be part of a talented team that drives business growth and delivers exceptional customer experiences.
What We Offer:
- Competitive compensation and career growth opportunities.
- A dynamic and creative work environment that fosters collaboration and innovation.
- The chance to work with a global leader in online gaming, driving business success and delivering exceptional customer experiences.
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