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Las Vegas, NV

Service Support Representative 1 at Aristocrat (Las Vegas, NV or Remote)

| Las Vegas, NV +3 more | Remote
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Job Posting Title
Service Support Representative 1
Do you dream of a great career with a great company, where you can make an impact and help people by providing outstanding customer service? Do you enjoy building relationships with clients, while helping to solve their problems? Would you like to experience the power or your Talent Unleashed in an organization that values you, is invested in inclusivity for every employee, and exists to bring joy to life through the power of play?
Aristocrat is looking for a Service Support Representative to join our Las Vegas team. A successful candidate will have a passion for providing world class application and support for our Web based applications and client inquiries. Enjoy taking calls where you have the chance to help someone answer a question, solve a problem, or find something they need.
What You'll Do
Role Responsibility
The Service Support Representative1 (SSR1) position is responsible for gathering case details for Aristocrat Games, OASIS software/hardware issues phoned or emailed into the Aristocrat Support Center (ASC), dispatching to the appropriate support groups. Individuals maintain Service Level Agreements and team goals, according to established guidelines.
  • Answer all incoming calls and emails related to Games, Systems and Hardware issues, gathering case details, Remedy System data entry and dispatch to appropriate support groups.
  • Provide front end/first level application and support for Web based applications and inquiries.
  • Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.
  • Ensure use of proper problem logging, issue tracking and auditing procedures.
  • Verify daily outstanding customer issues until completion of the customers' requests throughout the team.
  • Maintain the security and integrity of Service Support Computers and proprietary materials.
  • Notify Supervisor and Manager immediately of security breaches.
  • Target areas for application software training for Service Support Group.
  • Cross-train all backup personnel and new personnel on job responsibilities, when applicable.
  • Maintain Remedy with respect to customer add/changes/deletions on an as needed basis.
  • Be Professional, Polite and Courteous at all times.
  • Meet the requirements for the daily shift with respect to on time as per the schedule
  • Flexible to schedule change on an as needed basis, as described by Supervisor, with advance notice.
  • Other duties as assigned.

Skills & Knowledge:
  • Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication.
  • Able to successfully operate personal computer (MS Office software), and access applications through user prompts. Navigate the internet
  • Able to work under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
  • Strong analytical skills, Must be team, goal and results oriented.
  • Ability to promptly answer support related email, phone calls and other electronic communications.
  • Must be organized and detail oriented. Must display problem-solving skill, judgment, adaptabilities and the ability to learn.
  • Proven ability to successfully navigate internet web site structures. Mobile Application experience and understanding (IPhone, IPad, and Android) with respect to internet gaming preferred.
  • Must be able to read, write, speak and understand English.
  • Must have strong communication skills, proven record of leadership, be able to work independently and be team oriented. All qualifications are an example of leadership to others in the team.
  • Can instruct and deliver learning points to others.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Physical, Mental and Environmental Demands:
  • Assigned duties are accomplished either in a work at home office/production setting or an Aristocrat facility, working at a desk/work station and respond to written and oral cues.
  • 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.
  • Must be able to work in a fast paced environment and handle several tasks at one time.
  • Must be self-motivated and self-disciplined. Must be a creative, forward, positive thinker.
  • Excellent communication skills with an emphasis on upward communication to management.
  • Must be able to maintain confidentiality of information regarding the company, company products and employee information.
  • Must be willing to work extended hours, work any shift, and variable work shifts.
  • Maintain proper grooming and/or dress code. Compliant to company policies applicable to role.

What We're Looking For
Experience & Qualifications
  • Requires a high school diploma. Advanced learning desirable
  • Prefer at least 3-5 year of experience in supporting casino systems software (OASIS System a definite plus) or application support to end-users.3-5 years' experience in technical support and diagnostic experience (software and hardware) in a customer contact center environment/call center management. Must become Master Certified in designated Learning Path within 180 days (certification is customized to role).

Key Competencies:
  • Strong Communicator: Ability to translate the gap between "Aristocrat terminology" and customers knowledge, to deliver sound discussions that customers can understand.
  • Problem Solver: Good Customer Service is all about identifying "problems and incumbrances" and working within your skill set and tools, to resolve the customers issues in a timely and professional manner.
  • Visionary: Mind readers wanted. We want someone who can anticipate the customer; this person can solve problems that the customer doesn't know she has.< >You have to love what you do. We build games and we think that's awesome. We're looking for people who share this same drive.
  • Passion: You have to love what you do. We build games and we think that's awesome. We're looking for people who share this same drive.

Why Aristocrat?
  • 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.
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Technology we use

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What are Aristocrat Perks + Benefits

Friends outside of work
Eat lunch together
Intracompany committees
Group brainstorming sessions
Open office floor plan
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Game Room
Some Meals Provided
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

An Insider's view of Aristocrat

What are some social events your company does?

The company has social events for all major holidays such our annual Christmas Party, Mardi gras, and Diwali where we get together as a group.

Chris Tisdale

Associate Architect

What projects are you most excited about?

I’m always most excited about the next one. With each new game we create we look to build upon previous success, implement learnings for new opportunities, and provide the player with a new or unique experience. It’s during this creation phase where we define the foundation of the game - the emotions we want players to feel while playing.

Kim Rogers

Director, Game Design – Studio 54

How has your career grown since starting at the company?

I’ve been able to access internal mobility early in my employment, finding a new role that suit my skills and my career goals.

Shannon Leyden

Product Manager

What's something quirky about your company?

If I tell someone I work at Aristocrat, then I get a funny look and a “what’s that?”. If I say I work for the company that makes the Buffalo Game, then instantly everyone knows what I am talking about. I get comments of “Buffaallloo” or “ I love that game.” Or “Oh that’s my favorite”.  

Liz Orola

Quality Assurance Manager

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