Service Support Specialist (On-Site Canning, Ezeiza)

7 Months ago • All levels • Customer Service

Job Summary

Job Description

The Service Support Specialist in Ezeiza, Argentina, monitors live casino gameplay, correcting user and technical errors to maintain uninterrupted table operations. Responsibilities include real-time error documentation, issue escalation, resolving game irregularities (dealer mistakes, software issues), addressing player disputes, monitoring applications and infrastructure, using internal systems (JIRA, TTS, WIKI), creating incident reports, managing ad-hoc situations, and training team members. The role demands strong organizational and communication skills (English and Spanish), managerial decision-making, confidentiality maintenance, and effective teamwork. Prior experience in a similar role is essential; EVO experience is a plus. The position operates on a rotating three-shift schedule.
Must have:
  • Strong organizational skills
  • Required IT knowledge
  • Fluent English & Spanish
  • Managerial decision-making
  • Teamwork & confidentiality
  • Experience in similar role
Good to have:
  • EVO experience
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. 

Location: On-Site at Canning, Ezeiza, Shopping Las Toscas

Schedule: This position requires working a weekly rotating schedule. We have a three-shift rotation with mornings (6:00 - 14:00), afternoons (14:00 - 22:00), and nights (22:00 - 6:00). 

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

Qualifications

  • Strong organizational skills
  • Required IT knowledge
  • Strong written and verbal communication skills in both English and Spanish
  • An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities
  • Strong teamwork skills followed by a professional
  • An ability to maintain strict confidentiality
  • An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team
  • Able to resolve interpersonal and interdepartmental issues
  • Experience in similar required
  • EVO experience will be considered an asset

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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