Product Support Specialist I

Aristocrat; Nevada; On-site; USD 52,000 - 62,000; Full time

Job summary

Aristocrat Technologies is seeking a Product Support Specialist I to provide technical support to casinos running Aristocrat software. The role operates in a fast-paced environment with minimal supervision and a growing team supporting 300+ OASIS customers.

You will handle calls, monitor cases, ensure efficient first-call resolutions, and pass a background check for gaming licenses. The position requires English proficiency and the ability to work rotating shifts, with potential casino

Qualifications

• 1 year of experience in supporting and troubleshooting hardware and software.
• 1 year of experience in a customer support environment.
• Outwardly personable and able to stay calm with difficult customers.

Responsibilities

• Answer calls routed to the phone queue.
• Monitor the case tracking system for new cases.
• Ensure accurate first call resolution or escalate as needed.
• Read and interpret T-SQL queries.
• Provide customer training on Aristocrat software.
• Work with teammates to troubleshoot frontend issues.
• Meet all SLAs with customers.
• Become OASIS Master Certified within 180 days.

Skills

Customer support

Troubleshooting

Hardware

Software

English proficiency

Shift flexibility

Analytical thinking

Education

Associate degree or equivalent

Tools

T-SQL

Job description

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, constantly evolving environment with little supervision. The candidate for this position will be part of a small, but growing team which 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 raises 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.

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.