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.

Esta descripción del puesto puede haber sido revisada y optimizada mediante herramientas de inteligencia artificial con el fin de mejorar su claridad, coherencia e inclusión. En cualquier caso, todo el contenido final, los requisitos del puesto y las decisiones de contratación están sujetos a la revisión y aprobación de Aristocrat.

Filosofía de compensación

Ofrecemos un paquete integral de remuneración y beneficios diseñado para seguir siendo competitivo en el mercado, apoyar tu bienestar y reconocer tu contribución a nuestro éxito. Nuestro enfoque se basa en una filosofía de remuneración por desempeño, recompensando el impacto individual. Tu paquete de compensación específico se determinará en función de factores como tus habilidades, experiencia, cualificaciones y ubicación.

Dependiendo de tu puesto y ubicación, podrás optar a bonificaciones e incentivos anuales, beneficios de salud y bienestar, tiempo libre remunerado, planes de jubilación, cobertura de seguros y otros beneficios locales o establecidos por la legislación aplicable.

Los detalles específicos sobre la compensación y los beneficios para este puesto se tratarán durante el proceso de selección.