Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Technical Support Specialist serves as frontline contact providing support playing a critical role in addressing and resolving servicerelated 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 servicerelated 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 servicerelated 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 :
- Bachelors 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 fastgrowing 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 marketleading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 16000 EVOlutioneers across 30 markets worldwide working in product innovation software development IT solutions game hosting and business support. Evolutions dynamic and creative environment creates a unique opportunity for personal and professional growth.
Our integrated businesstobusiness solutions guarantee that our clients can always provide an unrivalled online entertainment experience to their players globally. We thrive on remaining an awardwinning digital powerhouse of entertainment products and services with an everexpanding lineup 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 .
For more information visit
#EVOPAL
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
