Product Support Specialist I

The role of the Product Support Specialist I will provide technical support to the casinos running software created and distributed by Aristocrat Technologies. This position requires the candidate to be able to work in a fast-paced, ever-changing environment with little supervision. The candidate for this position will be part of a small, but growing team that supports all products created and distributed by Aristocrat Technologies at any one of the 300 casinos who are OASIS systems customers. Our team is full of eager, wanting-to-learn people. Everyone on the team takes pride and satisfaction in solving issues quickly while providing a personal touch to our customers.

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 escalate the issue to the proper internal group if necessary.

• Ability to pass extensive background checks 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.

Company Summary

Aristocrat Interactive   

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). 

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), mobile games publishing (Pixel United) 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

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 75%

Pay Range

$22.99 - $42.69 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.