Service Support Specialist

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. 

Location: On-Site

Tigo Sede Principal, Rivana Business Park  Cra. 48 #20-45 , El Poblado, Medellín,

Edificio Torre La Vega, Cra 43A #1a Sur-267, El Poblado, Medellín, Colombia

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.

Key Responsibilities:

• Ensuring that all tables are operational without interruptions
• 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
• Monitoring critical application functions and infrastructure components via the provided monitoring tools; identifying, analyzing, logging, and escalating all alerts as necessary
• Work with internal systems (JIRA, TTS, WIKI, etc.)
• Recording all events related to major incidents in TTS and producing post resolution incident reports
• Manage ad-hoc situations which may occur on shift in appropriate manner to still be able to deliver all products
• Train, mentor, and coach team members to help them achieve best results
• Performing other duties, as asked by the direct manager, which are related to this position, and which meet the 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

Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 20,000 EVOlutioneers across 50 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

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