Descripción general The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required. Ensure all tables are operational and troubleshoot technical failures. Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department. Resolve player disputes with Live Support and Casino Support. Prepare reports related to service support duties. Maintain a safe and clean gaming floor with no unauthorized personnel. Manage internal systems (JIRA, TTS, SST, WIKI). Handle ad-hoc situations to ensure product delivery. Ensure all operational tables have Games Presenters. Manage part-time table assignments. Report GP mistakes, software/hardware issues, and maintain communication with players and licensees about issues and maintenance. Monitor emails and respond to notifications. Location: El Poblado, Medellín, Colombia (on-site) Edificio Torre La Vega, Cra 43A #1a Sur-267, El Poblado, Medellín, Colombia Schedule: - This position requires working a rotating schedule. We have a three - shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly, meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days. Qualifications At least 1 year of job experience in the fields of QA, Controller, Back Office or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset. Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration. Strong written and verbal communication skills in both English and Spanish Required IT knowledge and experience with standard software applications, including MS Office, Windows, etc. An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities. An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team Able to resolve interpersonal and interdepartmental issues Strong teamwork skills followed by a professional Analytical thinking An ability to maintain strict confidentiality Adaptability, flexibility, and mobility Additional Information Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 16,000 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, Net Ent, Red Tiger, Ezugi, Big Time Gaming, Nolimit City and Digi Wheel. Evolution is a Swedish company founded in 2006 and listed on Nasdaq Nordic (EVO). The Service Support Specialist is responsible for monitoring live casino game play and correcting both user and technical errors to ensure tables are operational and without interruptions. This individual also documents errors as they occur in real time and escalates issues as required. Ensure all tables are operational and troubleshoot technical failures. Handle real-time issues like GP mistakes, software/hardware problems, and critical incidents. Escalate issues to the right department. Resolve player disputes with Live Support and Casino Support. Prepare reports related to service support duties. Maintain a safe and clean gaming floor with no unauthorized personnel. Manage internal systems (JIRA, TTS, SST, WIKI). Handle ad-hoc situations to ensure product delivery. Ensure all operational tables have Games Presenters. Manage part-time table assignments. Report GP mistakes, software/hardware issues, and maintain communication with players and licensees about issues and maintenance. Monitor emails and respond to notifications. Location: El Poblado, Medellín, Colombia (on-site) Edificio Torre La Vega, Cra 43A #1a Sur-267, El Poblado, Medellín, Colombia Schedule: - This position requires working a rotating schedule. We have a three - shift rotation with mornings (5:50 am - 1:50 pm), afternoons (1:50 pm - 9:40 pm), and nights (9:40 pm - 5:50 am). The schedule rotates weekly, meaning you'll work the same shift for five consecutive days. After your one day off, the rotation will change, and you'll be assigned a different shift for the next five days. Qualifications At least 1 year of job experience in the fields of QA, Controller, Back Office or similar areas where is needed to create tickets, reports or live monitoring. Gambling or EVO experience will be an asset. Associate´s Degree or Bachelor’s degree (even not completed) in the fields of technology or administration. Strong written and verbal communication skills in both English and Spanish Required IT knowledge and experience with standard software applications, including MS Office, Windows, etc. An ability to make managerial decisions requiring independent judgment and to identify and refer other issues to the proper authorities. An ability to communicate clearly with staff, communicating effectively to establish cooperative linkages among the team Able to resolve interpersonal and interdepartmental issues Strong teamwork skills followed by a professional Analytical thinking An ability to maintain strict confidentiality Adaptability, flexibility, and mobility Additional Information Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 16,000 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, Net Ent, Red Tiger, Ezugi, Big Time Gaming, Nolimit City and Digi Wheel. Evolution is a Swedish company founded in 2006 and listed on Nasdaq Nordic (EVO). Profesional Junior Técnico Laboral Ingeniería de sistemas Computación Tecn Sistemas Computación Tecnólogo en Soporte y Mantenimiento de Equipos Informáticos y Comunicaciones 1 año de experiencia 1 Vacante Habilidades clave Terminos que coinciden entre tu perfil y la oferta de trabajo (agregalos dentro de tu hoja de vida) - servicio al cliente - Back Office - analistas de calidad - Soporte Cargos relacionados - Analista de soporte y mesa de ayuda - Técnico en soporte y mesa de ayuda