Service Support Representative

The Service Support Representative (SSR) position is responsible for gathering case details for Aristocrat CXS software and hardware issues phoned or emailed into the Service Support Center, and dispatching them to the appropriate support groups.  An SSR will also provide first-level “quick fix” support for Aristocrat CXS customers through established team metrics and triggers.  Maintains Service Level Agreements and team goals, according to established guidelines.

• Shift Sunday thru Thursday midnight to 9am

• Answer all incoming CXS calls or emails, gather case details, and dispatch to appropriate support groups.

• Provide front-end / first-level application support when possible.

• Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.

• Ensure the 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 the Manager and/or Director immediately of security breaches.

• Target areas for application software training for the Service Support Group and the nLive patron support team.

• Maintain Call Ticket System concerning Case and Customer information as needed.

• Be Professional, Polite, and Courteous at all times.

• Meet the requirements for the daily shift concerning being on time as per the schedule.

• Flexible to schedule change on an as-needed basis, as described by the Manager, with advance notice.

• Conduct audits of Account documentation for project-related activities.

• Other duties as assigned.

What We're Looking For

• Requires a high school diploma. Advanced learning desirable

• Prefer at least 1-3 years of experience in a Call Center application support to end-users

Skills & Knowledge:

• 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.

• Able to work under pressure to meet SLA deadlines.  Stress tolerance and resilience. Overcome objections.

• Strong analytical skills, must be team-oriented, goal-oriented, and results-oriented.

• Ability to promptly answer support-related emails, phone calls, and other electronic communications.

• Must be organized and detail-oriented. Must display problem-solving skills, judgment, adaptability, and the ability to learn.

• Must be able to read, write, speak, and understand English. 

• Must have strong communication skills, be able to work independently, and be team-oriented.

• 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 primarily in an office/production setting.  Must be able to maneuver around an office/production setting, work 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 to 25 lbs.

• Must be able to work in a fast-paced environment and handle several tasks at once.

• 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, including holidays.  These shifts are primarily Swing and Grave shifts.

• Maintain proper grooming and/or dress code. Compliant with company policies applicable to the role.

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

Pay Range

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

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.