Service Support Representative

The Service Support Representative works onsite at our LVIC facility in Las Vegas and provides continuous monitoring of all Multi-Site Progressives (MSP), and systems operations and Downloadable Gaming Services. MSP operates in a secured facility 24 hours per day, 7 days per week and must receive constant monitoring and maintenance due to the critical nature of gaming activities we support. This position is responsible for answering support phone calls and resolves or escalates issues. Provides support on operational and maintenance issues pertaining to the MSP systems operations and installations. Due to the critical nature of gaming regulations and guidelines, this position requires high attention to detail and is heavily admin focused.

What You'll Do

• Must be 21 years of age or older.

• Provide support on operational and maintenance issues pertaining to the progressive systems.

• Answer phone calls while accurately documenting issues, notes, and/or work performed.

• Utilize tools and technical aptitude to resolve issues on first contact. If issues cannot be resolved, dispatch or escalate when necessary.

• Maintains SLA’s, logs, and all documentation in accordance with gaming regulations, laws, and established procedures.

• Follow through on outstanding issues daily to completion.

• Monitor server application systems and respond to alerts.

• Multitask and prioritize in a high-volume work environment.

• Other duties as assigned.

What We're Looking For

• High school diploma/GED required.

• Must be able to obtain a Nevada Gaming Control Board (NGCB) gaming license and other gaming jurisdictions in which we operate.

• Requires a minimum of 1 year of direct Technical Support experience (software and/or hardware) in a call center environment.

• Must be proficient in reading, writing, and speaking English.

• Must be customer service oriented and have exceptional communication skills both verbal and written.

• Familiarity with PC’s, peripherals, MS office, and other business equipment.  Basic understanding of networking and troubleshooting processes.

• Be able to work in both a team and independent environment.

• Must be able to maneuver around an office/production setting, work at a desk/workstation and respond to written and oral cues in order accomplish assigned duties.

• Must have the manual dexterity to operate a computer and other necessary office/production equipment.

• May be required to bend, reach, and lift up to 25 lbs

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None

Pay Range

$16.12 - $29.94 per hour

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.