Service Support Representative

At Aristocrat, we believe in bringing happiness to life through the power of play, and our Systems Support Technician - Hourly role is pivotal in achieving that mission. As part of our team, you'll be working in a dynamic environment where innovation and collaboration are at the forefront. This role offers an outstanding opportunity to grow as a gaming industry professional, influencing the core technology that powers thousands of slot machines each year. You will gain exposure to all facets of our global business and build a foundational understanding of the vast, complex, regulated environment in which we thrive.

What You'll Do

• Answer incoming calls and emails related to Games, Systems, and Hardware issues, gather case details, enter data into Remedy System/Salesforce, and dispatch to appropriate support groups.
• Provide front-end/first-level application support for web-based applications and inquiries.
• Maintain personal Service Level Agreements and team goals according to established guidelines.
• Use accurate problem logging, issue tracking, and auditing procedures.
• Verify outstanding customer issues daily until completion of customers’ requests throughout the team.
• Maintain the security and integrity of Service Support Computers and proprietary materials.
• Notify Supervisor and Manager immediately of security breaches.
• Identify areas for application software training for the Service Support Group.
• Cross-train backup personnel and new personnel on job responsibilities as needed.
• Maintain Remedy with respect to customer add/changes/deletions as needed.
• Be professional, polite, and courteous at all times.
• Meet daily shift requirements for timely attendance as per the schedule.
• Be flexible to schedule changes as needed, with advance notice.
• Perform other duties as assigned.

What We're Looking For

• Must be able to work Saturday - Wednesday 1:30 PM to 10 PM PST.
• Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication.
• Demonstrated skill in using a personal computer (MS Office software) and browsing internet applications.
• Ability to work under pressure to meet SLA deadlines, with stress tolerance and resilience.
• Strong analytical skills; committed to working with others, achieving goals, and delivering results.
• Promptly answer support-related emails, phone calls, and other electronic communications.
• Must be organized, diligent, and display problem-solving skills, judgment, adaptability, and the ability to learn.
• Demonstrated skill in navigating internet website frameworks and mobile application experience (iPhone, iPad, Android) preferred.
• Must be able to read, write, speak, and understand English.
• Strong communication skills, with a proven record of leadership, able to work independently and be team-oriented.
• Ability to instruct and deliver learning points to others.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Тази длъжностна характеристика може да е била прегледана и подобрена с помощта на инструменти с изкуствен интелект с цел повишаване на нейната яснота, последователност и приобщаващ характер. Цялото окончателно съдържание, изискванията за длъжността и решенията за наемане остават предмет на преглед и одобрение от Aristocrat.

Философия на възнаграждението

Предлагаме цялостен пакет от възнаграждения и придобивки, създаден да остане конкурентен на пазара, да подкрепя вашето благосъстояние и да признава приноса ви към нашия успех. Нашият подход се основава на принципа за възнаграждение според представянето, като насърчава и възнаграждава индивидуалния принос. Конкретният ви пакет на възнаграждение ще бъде определен въз основа на фактори като умения, опит, квалификации и местоположение.

В зависимост от вашата роля и местоположение може да имате право на годишни бонуси и стимули, придобивки за здраве и благосъстояние, платен отпуск, пенсионни планове, застрахователно покритие и други местни или законово установени придобивки.

Конкретни подробности относно възнаграждението и придобивките за тази позиция ще бъдат обсъдени по време на процеса на подбор.