Product Support Specialist I

The role of the Product Support Specialist I will provide technical support to the casinos running software created and distributed by Aristocrat Technologies. This position requires the candidate to be able to work in a fast-paced, constantly evolving environment with little supervision. The candidate for this position will be part of a small, but growing team which supports all products created and distributed by Aristocrat Technologies at any one of the 300 casinos who are OASIS systems customers. Our team is full of eager, wanting to learn people. Everyone on the team takes pride and satisfaction in solving issues quickly while providing a personal touch to our customers.

What You’ll Do

• Answer calls routed to the phone queue.
• Frequently monitor the case tracking system for new cases.
• Ensure accurate and efficient first call resolution or raises issue to the proper internal group if necessary.
• Ability to 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.

What We’re Looking For

• 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 a 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.

This position requires 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.