Service Support Specialist

Evolution • Atlantic City, NJ

7d

About The Position

The Service Support Specialist manages table uptime and minimizes downtime by proactively addressing technical issues, following escalation procedures, notifying licensees promptly, tracking incidents in JIRA, TTS, and SST systems, and testing the studio during critical situations. The role helps ensure game integrity and operational continuity across the gaming floor, responds to licensee issues, monitors applications and infrastructure, and supports staff development through retraining and workshops.

Requirements

• Secondary, higher, or other special education.
• Strong written and oral knowledge of English.
• Strong computer literacy.
• Strong problem-solving skills.
• Strong attention to detail.
• Service-oriented personality.
• 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 proper procedures to protect game integrity.
• Ensure the appropriate number of staff are present for each shift.
• Identify and resolve game irregularities arising from dealer mistakes, software issues, or other causes.
• 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 may 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.
• Identify recurring problems and incidents and escalate them to the appropriate second- or third-line support function via Jira or SST when 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, with an opportunity for the role to grow in responsibility for the right person.

What This Job Offers

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