Service Support Specialist

Evolution is a world-leading Business-2-Business provider in product innovation and software development for online casinos. Thousands of people around the world enjoy our services every day. We are now looking for more ambitious talent to join us as we break new ground in one of the world’s most fast-moving industries.

With 20,000+ employees across more than 30 locations, the company develops, produces, markets, and licenses fully integrated Live Casino and Slots solutions to gaming operators globally. Evolution operates broadcasting studios in Latvia, Malta, Georgia, Canada, Spain, and the U.S. and is rapidly expanding to other locations around the world. Since 2015, Evolution is listed on Nasdaq Nordic.

In line with our key corporate value ALIVE, we are entrepreneurs who innovate for a living and always look for the next opportunity. We aim to always be at the forefront. Our reliability comes from our commitment to DO RIGHT by acting with integrity in everything that we do and always striving for top-quality in our delivery. We believe that our advantage is that we WORK TOGETHER, and we celebrate our diverse backgrounds as critical to our business success.

Our operations in Murcia are our broadcasting studio from which we air 24/7/365 and we offer a fast-moving and dynamic work environment in a sunny setting. 

We are now looking for a Customer Support - Service Support Specialist! This is truly an exciting opportunity for a talented individual looking for a career in a dynamic and international work environment.

The Service Support Specialist will be responsible for ensuring that all tables are operational without interruptions by effectively handling all real-time incidents on the gaming floors. As the Service Support Specialist, you will be expected to prepare a completed shift report for the business and submit shift results to Management.

Main Responsibilities: 

The basic responsibilities and expectations for the position are as follows:

• Ensuring that all tables are operational without interruptions
• Ensure appropriate number of staff are present for each shift
• 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, analysing, logging and escalating all alerts as necessary
• Work with internal systems (JIRA, TTS, WIKI, etc.)
• Recording all events related to major incidents in the internal systems 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
• Monitoring and providing assistance in both Live Chat and ticketing system
• Performing technical investigations of various queries
• Identifying and escalating priority issues
• Coordinating case resolution between internal teams
• Resolving requests received from clients and end-users

• Excellent customer service orientation and communication skills
• Experience in providing customer support service (recommendable)
• Excellent English skills both spoken and written
• Excellent Spanish skills both spoken and written
• Good time management skills
• Stress tolerance and attention to details
• High level of self-confidence and ability to make decisions independently
• An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities
• Strong leadership skills followed by a professional and open-minded personality at all times
• 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
• An analytical and proactive approach with keen attention to detail
• A keen skill for multi-tasking along with excellent problem-solving skills
• An approachable, energetic presence thriving in a high-pressure environment
• Excellent presentation skills
• A diverse understanding of the complexity and dynamics of working within a multicultural environment.