Product Support Specialist I

Aristocrat Interactive; Las Vegas (NV); On-site; USD 38,000 - 71,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) plan with employer matching

Job summary

Aristocrat Interactive in Las Vegas is seeking a Product Support Specialist I to provide technical support for casino operators using Aristocrat software solutions. The role entails fast-paced, customer-focused problem solving, requiring independent work and priority management.

You will support 300+ casinos using OASIS and other Aristocrat products, building strong relationships and delivering timely, personalized service.

Qualifications

• Minimum 1 year supporting and troubleshooting hardware and software.
• Minimum 1 year experience in a customer support environment.
• Outgoing personality and strong communication skills.
• Ability to stay calm with difficult customers.
• Able to work a day, swing, and weekend shifts if needed.
• Logical and critical thinking abilities.
• Associate degree or equivalent experience.
• Must read/write/speak English.
• Casino experience is a plus.

Responsibilities

• Answer calls routed to the phone queue.
• Monitor the case tracking system for new cases.
• Ensure first call resolution or escalate when needed.
• Pass extensive background checks for gaming licenses.
• Troubleshoot application issues and questions.
• Adhere to SLAs with customers.
• Aim to become OASIS Master Certified within 180 days.
• Read T-SQL queries.
• Provide customer training on Aristocrat software.
• Collaborate with teammates to troubleshoot front-end issues.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer support

Communication

Calm under pressure

Critical thinking

English proficiency

Team collaboration

Education

Associate degree

Tools

T-SQL

Job description

The Product Support Specialist I is responsible for providing technical support to casinos operating Aristocrat software solutions, ensuring a high level of customer service and issue resolution. This role requires the ability to thrive in a fast-paced, dynamic environment while working independently and managing competing priorities. As part of a small but growing support team, the specialist will assist customers across more than 300 casinos utilizing OASIS systems and other Aristocrat products. Successful candidates are customer-focused problem solvers who are eager to learn, collaborate, and take pride in delivering timely solutions while building strong relationships and providing a personalized experience for customers.

• This position is onsite Tuesday - Saturday Noon to 9 pm**

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 escalates issue to the proper internal group if necessary.
• Ability to pass extensive background check 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.

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

Company Summary

Aristocrat Interactive

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG)business and was formed in 2024when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leaderin 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), 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

Up to 50%

Pay Range

$38,016 - $70,601 per year

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.