Product Support Specialist

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Las Vegas (NV)

On-site

USD 52,000 - 75,000

Full time

8 days ago

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Job summary

Aristocrat is seeking a dedicated technical support specialist in Las Vegas to assist casinos using Aristocrat software. You will respond to phone calls, monitor cases, and ensure first-call resolution while training customers and maintaining SLA adherence.

The role emphasizes troubleshooting, software/hardware support, and reading T-SQL queries, with eligibility for gaming licenses and the potential for shift flexibility. Experience in casino tech support is a plus.

Qualifications

Minimum of 1 year supporting and troubleshooting hardware and software.
Minimum of 1 year experience in a customer support environment.
Ability to pass extensive background check for gaming licenses.
Ability to work day, swing, and weekend shifts, if needed.
Read, write, speak and understand English.

Responsibilities

Provide technical support to casinos operating Aristocrat software solutions.
Answer calls routed to the phone queue.
Monitor the case tracking system for new cases.
Ensure accurate and efficient first-call resolution or escalate issues to the proper internal group.
Solve application issues and questions.
Reinforce SLAs with internal and external customers.
Provide customer training on Aristocrat software.
Troubleshoot front-end application issues with teammates.

Skills

T-SQL

Software Troubleshooting

Hardware Support

Case Tracking System Management

First-Call Resolution

Education

Associate degree

Tools

Aristocrat Software

Job description

Provide technical support to casinos operating Aristocrat software solutions
Answer calls routed to the phone queue
Monitor the case tracking system for new cases
Ensure accurate and efficient first-call resolution or escalate issues to the proper internal group
Solve application issues and questions
Reinforce SLAs with internal and external customers
Become OASIS Master Certified within 180 days
Read T-SQL queries
Provide customer training on Aristocrat software
Troubleshoot front-end application issues with teammates
Perform other duties as assigned

Requirements

Minimum of 1 year supporting and troubleshooting hardware and software
Minimum of 1 year experience in a customer support environment
Ability to pass extensive background check for various jurisdictions to hold gaming licenses
Ability to work 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
Requires registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which Aristocrat operates

Core Competencies

Demonstrates expertise in providing technical support for Aristocrat software solutions, with a strong focus on troubleshooting, customer training, and adherence to service level agreements. Holds the ability to effectively communicate and resolve issues in a customer support environment while maintaining compliance with gaming regulations.

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