Product Support Specialist I

Mygwork; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

Aristocrat Technologies is seeking a Product Support Specialist I to deliver technical support for casino operators using OASIS and related Aristocrat software. You will manage cases, perform first-call resolution, and train customers on software use.

Role requires a year of support experience, English proficiency, and the ability to work onsite Tue–Sat 12:00–21:00. You will collaborate with teammates, pass background checks for gaming licenses, and pursue OASIS Master certification within 180

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Problem solving

Communication

English language proficiency

Analytical thinking

Calm under pressure

Education

Associate degree or equivalent experience

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.

This job description may have been reviewed and enhanced usingAI-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.

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.