Service Support Representative presso Aristocrat Interactive

The Service Support Representative (SSR) position is responsible for capturing 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. Moreover, an SSR will furnish primary “rapid resolution” help to customers of Aristocrat CXS in accordance with set team standards and triggers. Maintains Service Level Agreements and team goals, according to established guidelines.

What You'll Do

• Respond to all incoming CXS calls or emails, collect case information, and assign to the relevant assistance teams.
• 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 accurate 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.
• Advise the Manager and/or Director immediately of security breaches.
• Areas of focus for training in application software for the Support Group and the nLive patron support team.
• Maintain the Call Ticket System concerning Case and Customer information as needed.
• Be Professional, Well-mannered, and Courteous at all times.
• Carry out to the criteria for the daily shift in terms of being timely 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

• Ability to work Sunday through Thursday, from 7:00 am to 4:00 pm PST.
• Typing (40 WPM) with minimal errors, and excellent phone communication.
• Proficiency in operating a personal computer (MS Office software) and accessing applications through user prompts.
• Capability to work under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
• Strong analytical skills, must work well in a team, committed to goals, and able to achieve results.
• Ability to promptly answer support-related emails, phone calls, and other electronic communications.
• Must be organized and diligent. Must display problem-solving skills, judgment, adaptability, and the ability to learn.
• Must be able to read, write, speak, and understand English.
• Strong interpersonal skills, independent work capability, and a team-oriented demeanor.
• Ability to guide and deliver learning points to others.
• Assigned duties are accomplished primarily in an office/production setting. Interact in a workplace environment, perform tasks at a desk/work station, and follow written and oral directions.
• Manual dexterity to operate a computer and other vital office/production equipment.
• Occasionally required to bend, reach, and lift objects weighing up to 25 lbs.
• Function effectively in a fast-paced environment and handle several tasks concurrently.
• Self-motivated and self-disciplined. Exhibit creativity, forward thinking, and a positive approach to problem-solving.
• Excellent interpersonal skills with an emphasis on upward communication to management.
• Maintain confidentiality of information regarding the company, company products, and employee information.
• Willingness to work extended hours, any shift, and variable work shifts, including holidays. These shifts are primarily Swing and Grave shifts.
• Maintain accurate grooming and/or dress code. Align with company policies applicable to the role.
• High school diploma or equivalent experience required. Sophisticated learning is desirable.
• Prefer at least 1-3 years of experience in a Call Center application support to end-users.

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.