Service Support Representative

About the role

Aristocrat is seeking a Systems Support Technician – Hourly to provide front‑line support for games, systems, and hardware issues. The position offers exposure to the global gaming business, the regulated environment of slot‑machine technology, and opportunities for professional growth within a collaborative, innovative team.

Responsibilities

• 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 first‑level application support for web‑based applications and inquiries.
• Maintain personal Service Level Agreements (SLAs) and team goals according to established guidelines.
• Log problems accurately, track issues, and follow auditing procedures.
• Verify outstanding customer issues daily until completion of requests.
• Maintain the security and integrity of service support computers and proprietary materials; notify supervisor/manager immediately of security breaches.
• Identify areas for application software training for the Service Support Group.
• Cross‑train backup and new personnel on job responsibilities as needed.
• Maintain Remedy records for customer additions, changes, and deletions.
• Maintain professional, polite, and courteous conduct at all times.
• Meet daily shift attendance requirements and be flexible to schedule changes with advance notice.
• Perform other duties as assigned.

Requirements

• Availability to work Saturday – Wednesday, 1:30 PM to 10:00 PM PST.
• Advanced business math skills and typing speed of at least 40 WPM with minimal errors.
• Excellent phone communication and strong written English proficiency.
• Proficiency with a personal computer, Microsoft Office, and internet applications.
• Ability to work under pressure to meet SLA deadlines; stress tolerance and resilience.
• Strong analytical, problem‑solving, judgment, and adaptability skills.
• Organized, diligent, and capable of delivering learning points to others.
• Experience navigating internet website frameworks; mobile application experience (iPhone, iPad, Android) preferred.
• Demonstrated leadership, independent work capability, and team‑oriented attitude.
• May require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions.

Schedule

Shift: Saturday – Wednesday, 1:30 PM to 10:00 PM Pacific Standard Time.

Benefits

• Competitive pay‑for‑performance compensation package.
• Potential eligibility for annual bonuses and incentives.
• Health and wellbeing benefits.
• Paid time off.
• Retirement plans.
• Insurance coverage.
• Other local or statutory benefits, with specific details discussed during the recruitment process.