Buenos Aires Province, Argentina (On-site)

Service Support Specialist (On-Site Canning, Ezeiza)

14 Minutes ago • All levels

Customer Service

Job Description

The Service Support Specialist monitors live casino game play, correcting user and technical errors to ensure uninterrupted table operations. This role involves documenting real-time errors, escalating issues, and resolving game irregularities due to dealer mistakes, software issues, or other incidents. The specialist also monitors critical application functions and infrastructure, manages ad-hoc situations, and trains team members to maintain product delivery and operational integrity.

Good To Have:

EVO experience will be considered an asset

Must Have:

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
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

Perks:

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

Add these skills to join the top 1% applicants for this job

team-management

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game-texts

jira

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).

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