Product Support Specialist I
About The Position
The Product Support Specialist I is responsible for providing 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, the specialist 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.
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 a day, swing, and weekend shifts, if needed.
- Logical and critical thinking skills.
- Must be able to read, write, speak and understand English.
- This position requires registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Nice To Haves
- Casino experience a plus.
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 escalates 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.
Benefits
- health, dental, and vision insurance
- paid time off
- 401(k) plan with employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
