Service Support Specialist (Quality Assurance)

Service Support Specialist (Quality Assurance) Evolution , the world‑leading B2B provider for online casinos, hires a full‑time Service Support Specialist to manage table uptime and minimise downtime across our 50+ games worldwide. The role operates from studios in Atlantic City, NJ; Southfield, MI; Philadelphia, PA; Fairfield, CT; and Vancouver, Canada, working 24/7 to maintain service quality. Full‑time Responsibilities Ensure that all tables are operational without interruptions. Guarantee that game results are completed and processed according to correct procedures to preserve game integrity. Maintain appropriate staff levels for each shift. Identify and resolve game irregularities caused by dealer mistakes, software issues, or other reasons. Identify and resolve real‑time incidents on the gaming floor related to hardware, software, and network connectivity. Handle player disputes regarding dealer actions or other events impacting game integrity. Escalate unresolved incidents to 2nd or 3rd line support via Jira or SST. Escalate recurring incidents to appropriate support functions and log them via Jira/SST. Monitor critical applications and infrastructure via monitoring tools, analysing alerts, and escalating as needed. Lead major incident management for events affecting Live Casino Service availability, including diagnosis, escalation, coordination, communication, and recording in SST. Respond to and resolve issues raised by licensees via email or SST. Develop subordinates’ skills through re‑training and workshops. Perform additional duties as assigned. Qualifications Execution of job duties requires secondary (higher, special, etc.) education. Strong written and oral knowledge of English. High level of computer literacy. Strong problem‑solving, analytical, and attention‑to‑detail skills. Service‑oriented personality traits and ability to work in a team. Ability to make decisions independently. Benefits Competitive hourly rate ($21). Paid Time Off. Paid Holidays. Company‑paid life and AD&D insurance. Nationwide employee discount program. Full training and growth opportunities. Professional and personal development programs for career growth. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr Evolution