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.
**This position is onsite Tuesday - Saturday Noon to 9 pm**
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 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.
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.
This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
Skills Required
- Minimum 1 year supporting and troubleshooting hardware and software
- Minimum 1 year of experience in a customer support environment
- Associate degree or equivalent experience
- Ability to work day, swing, and weekend shifts as needed
- Ability to read, write, speak, and understand English
- Ability to pass extensive background checks and obtain required gaming licenses or registrations
- Casino experience
Aristocrat Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Aristocrat and has not been reviewed or approved by Aristocrat.
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Healthcare Strength — Health coverage is considered strong, with mentions of comprehensive medical, dental, and vision options plus mental‑health resources. Descriptions point to solid insurance offerings across core areas.
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Retirement Support — Retirement benefits include a 401(k) with employer matching, positioned as a notable part of the package. This element is consistently referenced alongside other key benefits.
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Parental & Family Support — Family support is emphasized through paid parental leave, adoption or surrogacy assistance, and benefits that can include dependents. Wellbeing resources are described as part of the broader family-support ecosystem.
Aristocrat Insights
What We Do
Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 6500 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day. Come and join us – let’s play!
Why Work With Us
Individually we’re great, but together we’re brilliant. Our employees are the beating heart of our business and we attract the best people in the industry thanks to our unique and inspiring culture. Come and join the team and help bring joy to life through the power of play.
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