Product Support Specialist I

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.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Up to 50%

Pay Range

$38,016 - $70,601 per year

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. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.