Product Support Specialist I

About the role

Provide technical support to casinos operating Aristocrat software solutions, ensuring a high level of customer service and issue resolution. This role requires the ability to thrive in a fast-paced, dynamic environment while working independently and managing competing priorities. As part of a small but growing support team, you will assist customers across more than 300 casinos utilizing OASIS systems and other Aristocrat products.

Successful candidates are customer-focused problem solvers who are eager to learn, collaborate, and take pride in delivering timely solutions while building strong relationships and providing a personalized experience for customers.

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

Responsibilities

• Answer calls routed to the phone queue.
• Frequently monitor the case tracking system for new cases.
• Ensure accurate and efficient first call resolution or escalate issues to the proper internal group if necessary.
• Pass extensive background check for various jurisdictions to hold gaming licenses.
• Solve application issues and questions.
• Reinforce all SLAs with internal and external customers.
• Become OASIS Master Certified within 180 days.
• Read T-SQL queries.
• Provide customer training on how to use software created and distributed by Aristocrat Technologies.
• Work closely with other teammates to assist in troubleshooting front-end application issues.
• All other duties as assigned.

Requirements

• Minimum of 1 year supporting and troubleshooting hardware and software.
• Minimum of 1 year experience in a customer support environment.
• Outgoing personality.
• Ability to stay calm when dealing with difficult customers and situations.
• Able to work day, swing, and weekend shifts, if needed.
• Logical and critical thinking skills.
• Associate degree or equivalent experience.
• Must be able to read, write, speak and understand English.
• Casino experience a plus.

Schedule

Onsite Tuesday - Saturday, Noon to 9 pm.

Pay

Pay range: $38,016 - $70,601 per year. Our goal is to pay a market competitive salary focusing near the median of our pay ranges. Final offers will be based on experience level, education, skills, work location, and internal pay equity.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off.
• 401(k) plan with employer matching.

More details available at https://atibenefits.com/.

Additional Information

• This role is subject to mandatory background screening and regulatory approvals.
• As part of your employment, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
• Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. You will be required to provide disclosure of relevant personal and background information to government agencies and other applicable gaming regulatory bodies.
• At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location on a full-time basis without the need for current or future visa sponsorship.
• Travel expectations: up to 50%.