Service Support Specialist
Company: Evolution United States
Location: Grand Rapids
Posted on: February 16, 2026
|
|
|
Job Description:
Job Description Job Description 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 The Service Support Specialist
is responsible for managing table uptime and minimizing table
downtime as much as possible by proactively dealing with different
type of technical issues, following proper escalation path,
notifying Licensees in a timely manner about issues occurred and
tracking incidents in JIRA / TTS / SST systems, and testing the
studio during critical situations. Responsibilities: Ensuring that
all tables are operational without interruptions; Ensuring games
results are completed and processed according to the correct
procedures to guarantee integrity of games; Ensure appropriate
number of staff are present for each shift; Identifying and
resolving all game irregularities due to dealer mistake, software
issues or any other reason; Identifying and resolving all real-time
incidents on the gaming floor relating to all components of
operations, including but not limited to hardware, software, and
network connectivity; Resolving players’ disputes related to the
actions of the dealer or any other event that could have affected
the integrity of the game. Escalating all incidents that cannot be
resolved at 1st line to the appropriate 2nd line, or 3rd line
support function via Jira or SST as required. Identifying
problems/repeat Incidents and escalating them to appropriate 2nd
line, 3rd Line support function via Jira /SST where appropriate.
Monitoring critical application functions and Infrastructure
components via the provided monitoring tools; identifying,
analysing, logging and escalating all alerts as necessary. Handling
major incident management for all events that affect the
availability of the Live Casino Service including but not limited
to: 1st line diagnosis of all Major Incidents Escalation of Major
Incidents to the appropriate 2nd line support group Coordination of
all support activity throughout the duration of Major Incidents
Providing update to all concerned parties throughout the duration
of Major Incidents in line with timeframes defined by our Service
Level Agreements. Recording all events related to Major Incidents
in SST Responding to and where possible, resolving any issues
raised by licensees either via email or SST. Improving and
developing subordinates work levels through re-training and
development workshops Other duties as assigned. Qualifications
Execution of job duties requires secondary (higher, special etc.)
education; Strong written and oral knowledge of English; Strong
level of 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 Additional Information Benefits: Competitive
Hourly Rate ($21) 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
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, NetEnt, Red Tiger, Ezugi, Big Time Gaming,
Nolimit City and DigiWheel. Evolution is a Swedish company founded
in 2006 and listed on Nasdaq Nordic (EVO). Evolution USA was
established in 2018. More information on Evolution.com. For more
information visit www.evolution.com All your information will be
kept confidential according to EEO guidelines.
Keywords: Evolution United States, Battle Creek , Service Support Specialist, IT / Software / Systems , Grand Rapids, Michigan
