Service Operations Engineer

Aristocrat; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a dedicated technical support specialist to provide exceptional service to internal and external clients. This role involves troubleshooting complex technical issues, managing escalations, and collaborating with various departments to ensure customer satisfaction. Ideal candidates will possess strong communication skills and a customer-oriented mindset, with a background in web technologies and SQL. Join a dynamic team where your contributions will make a significant impact in a fast-paced environment, and enjoy the opportunity to grow your career in a supportive setting.

Qualifications

• Excellent verbal and written communication skills in English.
• Proven ability to troubleshoot and resolve technical issues.

Responsibilities

• Provide advanced support services for internal and external entities.
• Own, troubleshoot, and solve customer technical issues.

Skills

Verbal Communication

Written Communication

Troubleshooting

Customer Service

SQL

Web Technologies

Web Debugging Tools

Education

Bachelor's degree in Computer Science

Tools

Logging/Monitoring Systems

Job description

Responsibilities:

• Provide advanced support services for internal and external entities according to contractual SLA obligations – Be a Subject Matter Expert for technical support in the company
• Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls)
• Prioritize, monitor, and track the progress of all incidents reported
• Manage critical escalations during on and off-hours
• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
• Interface with various Departments such as: R&D, IT, DevOps and other customer support groups to address product issues in complex environments
• Maintain and create knowledgebase articles

What We're Looking For

Requirements

• Excellent verbal and written communication skills in English – Must
• Proven ability to troubleshoot and resolve technical issues in a creative, customer-oriented and results-driven mindset, using tools such as logging/monitoring/diagnosis systems – Must
• Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
• Strong understanding of web and web-related technologies and Client/Server applications – An advantage
• Previous experience in SQL – An advantage
• 2+ years of relevant experience in a customer-focused position involving technical knowledge – An advantage
• Experience with Web debugging tools – An advantage
• Service Oriented and good communication and interpersonal skills
• Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated and independent
• 24/7 availability in case of critical issues (during on-call duty)

Travel Expectations

None

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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.