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

7 Months ago • 1 Years + • Customer Service

Job Summary

Job Description

The Service Support Specialist monitors live casino gameplay, correcting user and technical errors to ensure uninterrupted table operation. Real-time issue handling includes troubleshooting technical failures, resolving player disputes, and escalating problems to the appropriate department. Responsibilities include preparing reports, maintaining a safe gaming floor, managing internal systems (JIRA, TTS, SST, WIKI), handling ad-hoc situations, ensuring Games Presenters are present, managing part-time assignments, reporting issues, and monitoring emails. The role requires a rotating three-shift schedule.
Must have:
  • 1+ year QA, Controller, BackOffice experience
  • Strong English & Spanish communication
  • MS Office, Windows proficiency
  • Analytical thinking & problem-solving
  • Teamwork & decision-making skills
Good to have:
  • Gambling or EVO experience
  • Associate's or Bachelor's degree (technology/admin)
Perks:
  • Competitive Compensation
  • Career Growth Opportunities
  • Global Leader in Online Gaming

Job Details

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 both English and Spanish
  • 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

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About The Company

Evolution is the world’s leading provider of video-streamed Live Casino solutions, delivering world-class, ‘as real as it gets’ live dealer gaming to our licensees, which include many of the world’s best-known gaming brands. We broadcast 24/7/365 in more than 15 languages from our broadcasting studios. At the core of our floor operations are our Game Presenters and Game Hosts, who lead the game in front of the camera and our Shufflers, who prepare the cards. It goes without saying that we also provide world-class career opportunities for talented individuals and as such have attracted the best local and international talent which has been a big part of our overwhelming success.

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