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.

This position requires registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate. You must be able to pass an extensive background check for various jurisdictions to hold gaming licenses.

Travel expectations: up to 50%.

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.
• 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/.