Technical Support Specialist

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 ResponsibilitiesAct 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.