Game & Hardware Tech Support Specialist

Aristocrat; Las Vegas (NV); On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor in Las Vegas, NV seeks a capable service support specialist to handle calls and emails about Games, Systems, and Hardware issues. You will gather case details, log them into Remedy and Salesforce, and provide front-end support to users.

The role emphasizes accurate logging, issue tracking, and ensuring issues are resolved. You will also help maintain security of service computers and identify training needs for software users.

Qualifications

• Advanced math proficiency is required.
• Typing speed of 40 WPM with accuracy.
• Excellent phone communication skills.
• Demonstrated MS Office proficiency.
• Strong analytical abilities.
• Ability to meet SLA deadlines under pressure.
• Must be organized and diligent.
• Experience navigating internet website frameworks.
• Ability to teach and deliver learning points to others.
• Must read, write, speak, and understand English.

Responsibilities

• Answer incoming calls and emails related to Games, Systems, and Hardware issues.
• Gather case details and enter data into Remedy System/Salesforce.
• Provide front-end/first-level application support.
• Use accurate problem logging and issue tracking procedures.
• Verify outstanding customer issues until completion.
• Maintain the security and integrity of Service Support Computers.
• Identify areas for application software training.

Skills

Advanced math

Typing 40 WPM

Phone communication

MS Office

Analytical skills

SLA management

Organization

Web frameworks familiarity

Knowledge transfer

English proficiency

Tools

Remedy System

Salesforce

Job description

At Aristocrat, we believe in bringing happiness to life through the power of play, and our Service Support Representative 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.

***This role is Saturday to Wednesday 130pm-10pm***

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.

What We're Looking For

• 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 position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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

$18.00 - $27.30 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.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.