Service Support Representative

At Aristocrat, we are dedicated to crafting an inclusive and collaborative environment where outstanding talent thrives. As a Service Support Representative, you will be at the heart of our mission, ensuring flawless operations of our Multi-Site Progressives (MSP) systems and Downloadable Gaming Services. This role is critical to maintaining the integrity of gaming activities and offers an outstanding opportunity to contribute to world-class gaming experiences!

***This shift is Tuesday to Friday, 530pm- 4 am ***

What You'll Do

• Monitor all MSP system operations continuously to ensure efficient performance.

• Answer support phone calls, resolving or advancing issues as needed.

• Provide operational and maintenance support for MSP systems and installations.

• Maintain agreements, logs, and documentation according to established procedures.

• Coordinate resources for MSP installations across North America.

• Record jackpot meter readings and facilitate jackpot verification processes.

• Verify accurate EGM information for game activation and deactivation.

• Log and track issues, following auditing procedures in a high-volume environment.

• Collaborate with outside departments for blocking issues and problem resolutions.

• Provide overflow support for NSSC Support calls and other duties as assigned.

What We're Looking For

• A high school diploma or equivalent credentials in gaming machine/system servicing, installation, or related fields.

• 1+ years of direct technical support experience in a customer contact center.

• Strong analytical and multitasking skills with proficiency in Microsoft Office.

• Basic network understanding and troubleshooting abilities.

• Customer service orientation with outstanding verbal communication skills.

• Ability to operate within a Windows desktop environment under pressure.

• Strong teamwork and collaboration skills.

• Ability to manage multiple tasks and priorities with good time management.

• Must meet all background requirements for gaming licenses.

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. 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

Travel Expectations

None

Pay Range

$17.61 - $32.70 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.

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.