Service Support Specialist

Evolution • Atlantic City, NJ

6d

About The Position

The Service Support Specialist is responsible for managing table uptime and minimizing downtime by proactively addressing technical issues, following escalation procedures, notifying licensees about issues in a timely manner, tracking incidents in JIRA, TTS, and SST systems, and testing the studio during critical situations. The role also helps ensure game integrity, handles operational incidents and player disputes, monitors applications and infrastructure, and supports staff development.

Requirements

• Secondary, higher, special, or equivalent education.
• Strong written and oral knowledge of English.
• Strong computer literacy.
• Strong problem-solving skills.
• Strong attention to detail.
• Service-oriented personality traits.
• Ability to work in a team.
• Ability to make decisions.
• Analytical skills.
• Managerial skills.
• Excellent communication skills.
• Strong people-management skills.

Responsibilities

• Ensure all tables operate without interruptions.
• Ensure game results are completed and processed according to the correct procedures to guarantee game integrity.
• Ensure the appropriate number of staff are present for each shift.
• Identify and resolve game irregularities caused by dealer mistakes, software issues, or other reasons.
• Identify and resolve real-time gaming-floor incidents involving operational components, including hardware, software, and network connectivity.
• Resolve player disputes related to dealer actions or other events that could have affected game integrity.
• Escalate incidents that cannot be resolved at first line to the appropriate second- or third-line support function via Jira or SST, as required.
• Identify repeat incidents and escalate them to appropriate second- or third-line support functions via Jira or SST, where appropriate.
• Monitor critical application functions and infrastructure components using provided monitoring tools; identify, analyze, log, and escalate alerts as necessary.
• Respond to issues raised by licensees via email or SST and resolve them where possible.
• Improve and develop subordinates' work levels through retraining and development workshops.
• Perform other duties as assigned.

Benefits

• Competitive hourly rate of $20.
• Paid time off.
• Paid holidays.
• Medical, dental, and vision insurance plans.
• Company-paid life and AD&D insurance.
• Nationwide employee discount program.
• Full training and growth opportunities.
• Professional and personal development; opportunity for the role to grow in responsibility for the right person.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED