Live Casino Service Support Specialist

The Service Support Specialist is responsible for managing table uptime and minimizing table downtime as much as possible by proactively dealing with different type of technical issues, following proper escalation path, notifying Licensees in a timely manner about issues occurred and tracking incidents in JIRA / TTS / SST systems, and testing the studio during critical situations.

Your duties will be:

• Providing update to all concerned parties throughout the duration of Major Incidents in line with timeframes defined by our Service Level Agreements.
• 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;
• Improving and developing subordinates work levels through re-training and development workshops
• Escalation of Major Incidents to the appropriate 2nd line support group
• Other duties as assigned.
• Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to:
• Identifying and resolving all game irregularities due to dealer mistake, software issues or any other reason;
• Responding to and where possible, resolving any issues raised by licensees either via email or SST.
• Ensuring games results are completed and processed according to the correct procedures to guarantee integrity of games;
• Coordination of all support activity throughout the duration of Major Incidents
• Resolving players’ disputes related to the actions of the dealer or any other event that could have affected the integrity of the game.
• Ensure appropriate number of staff are present for each shift;
• Recording all events related to Major Incidents in SST
• Escalating all incidents that cannot be resolved at 1st line to the appropriate 2nd line, or 3rd line support function via Jira or SST as required.
• 1st line diagnosis of all Major Incidents
• Monitoring critical application functions and Infrastructure components via the provided monitoring tools; identifying, analysing, logging and escalating all alerts as necessary.
• Identifying problems/repeat Incidents and escalating them to appropriate 2nd line, 3rd Line support function via Jira /SST where appropriate.
• Ensuring that all tables are operational without interruptions;

Qualifications

• Excellent Communication skills;
• Spoken fluency in Korean, Vietnamese, Japanese or Mandarin is an asset
• Strong written and oral knowledge of English;
• Analytical skills;
• Execution of job duties requires secondary (higher, special etc.) education;
• Strong problem-solving skills;
• Strong attention to details;
• Service oriented personality traits;
• Strong people management skills
• Managerial skills;
• Ability to make decisions;
• Ability to follow procedures and fulfil tasks given by direct manager;
• Good level of computer literacy;
• Ability to work in a team;

Additional Information

Covid Disclaimer

Please be assured that the Evolution is compliant with infection control standards as outlined by Public Health authorities, and will continue to comply with these standards. Enhanced safety protocols have been implemented to ensure a safe work environment.

About Us

Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 17,000 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).