Technical Support Specialist

Company Description

Evolution the world leading B2B provider for online casinos. is hiring! At Evolution, our talent is live, the players are virtual. Every day, thousands play with real money, from their mobile devices, on one of our 50+ games.

Since 2006, Evolution has been the leading product company of virtual casino games. We’ve evolved the gaming industry by designing and hosting the most streamed, interactive casino tables and slots in the world.

Our North American talent broadcasts 24/7 from our studios in Atlantic City, New Jersey, Southfield, Michigan, Philadelphia, Pennsylvania, Fairfield, Connecticut and Vancouver, Canada.

Job Description

Technical Support Specialist serves as front-line contact providing support playing a critical role in addressing and resolving service-related issues presented by the customers or internal users. Ensures the effective communication and maintains customer satisfaction. Recognizes that role of this nature involves some element of evening, weekend oversight, and unscheduled incident and crisis management.

Key Responsibilities

• Act as a point of contact for Evolution Group customers’ technical service-related issues in North America. Communicating via Service Desk, messenger systems or calls to provide support.
• Ensure the timely and accurate delivery of communications (correspondence, ticket updates, product updates, regular meetings, report reviews, etc.).
• Investigate, research and resolve where possible service-related issues and concerns presented by the customers.
• Escalate to 2nd or 3rd level teams, seamlessly for the customers, and facilitate resolution in a timely and efficient manner.
• Maintain communication with stakeholders regarding service disruptions or any notable issues negatively affecting customer satisfaction levels.
• Develop and maintain Knowledge Center, Customer Technical CRM system and support documentation. Review and revise workflow, troubleshooting steps, installation instructions, new tools, contact lists, checklists as needed.
• Maintain knowledge regarding systems, products and operations, Change Management and Compliance, global unit policies, procedures, standards and workflows.
• Develop reports in response to company needs and ensure accuracy and deliverables’ timelines. Investigate reporting issues (missing report regeneration, variance issues, or specific game transaction reports).
• Monitor and analyze service and data. Identify trends and propose relevant service improvements.
• Involve in operations and product delivery planning, integration, reviewing and monitoring.
• Replace colleagues during their vacations, sick leaves and other absences. Replacement takes place during working time, and it is not considered as additional work.
• Drive feedback to direct manager for process improvement, corrective actions, that can accelerate business results, reduce costs or loses, and improve execution.
• Communicate with global units to improve operational excellence.
• Handle any reasonable tasks delegated by the direct manager.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• Certifications like ITIL, CompTIA A+, or Microsoft Certified: Desktop Support Technician.
• Advanced level of computer skills, IT, data analytics.
• Excellent written and oral communication skills.
• Excellent troubleshooting and customer service skills.
• Project Management experience.
• Ability to prioritize and manage multiple tasks simultaneously.
• Experience in developing standards and procedures.
• General knowledge of business operations.
• High sense of responsibility.
• Analytical thinking and ability to interpret data.
• Adaptability, flexibility and mobility.
• Results driven attitude.

Additional Information

Benefits

This position is an excellent opportunity to join the fast-growing Evolution team. We also offer:

• Competitive Salary
• Paid Time Off
• Paid Holidays
• Medical, Dental & Vision Insurance Plans
• Company Paid Life and AD&D Insurance
• Nationwide Employee Discount Program
• Full Training & Growth Opportunities
• Professional and personal development – for the right person there is opportunity for the role to grow in responsibility

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 pro