What are the responsibilities and job description for the Service Support Representative position at Aristocrat Gaming?
At Aristocrat, we believe in bringing happiness to life through the power of play, and our Systems Support Technician - Hourly role is pivotal in achieving that mission. As part of our team, you'll be working in a dynamic environment where innovation and collaboration are at the forefront. This role offers an outstanding opportunity to grow as a gaming industry professional, influencing the core technology that powers thousands of slot machines each year. You will gain exposure to all facets of our global business and build a foundational understanding of the vast, complex, regulated environment in which we thrive.
What You'll Do
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.
Compensation Philosophy
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.
What You'll Do
- Answer incoming calls and emails related to Games, Systems, and Hardware issues, gather case details, enter data into Remedy System/Salesforce, and dispatch to appropriate support groups.
- Provide front-end/first-level application support for web-based applications and inquiries.
- Maintain personal Service Level Agreements and team goals according to established guidelines.
- Use accurate problem logging, issue tracking, and auditing procedures.
- Verify outstanding customer issues daily until completion of 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.
- Identify areas for application software training for the Service Support Group.
- Cross-train backup personnel and new personnel on job responsibilities as needed.
- Maintain Remedy with respect to customer add/changes/deletions as needed.
- Be professional, polite, and courteous at all times.
- Meet daily shift requirements for timely attendance as per the schedule.
- Be flexible to schedule changes as needed, with advance notice.
- Perform other duties as assigned.
- Must be able to work Saturday - Wednesday 1:30 PM to 10 PM PST.
- Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication.
- Demonstrated skill in using a personal computer (MS Office software) and browsing internet applications.
- Ability to work under pressure to meet SLA deadlines, with stress tolerance and resilience.
- Strong analytical skills; committed to working with others, achieving goals, and delivering results.
- Promptly answer support-related emails, phone calls, and other electronic communications.
- Must be organized, diligent, and display problem-solving skills, judgment, adaptability, and the ability to learn.
- Demonstrated skill in navigating internet website frameworks and mobile application experience (iPhone, iPad, Android) preferred.
- Must be able to read, write, speak, and understand English.
- Strong communication skills, with a proven record of leadership, able to work independently and be team-oriented.
- Ability to instruct and deliver learning points to others.
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.
Compensation Philosophy
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.