Service Support Representative

GamblingCareers.com; Las Vegas (NV); On-site; USD 42,000 - 64,000; Full time

Job summary

Aristocrat in Las Vegas seeks a Service Support Representative to deliver front-line customer service for the CXS software. You will handle incoming calls and emails, gather details, and dispatch issues to the appropriate teams.

The ideal candidate will have excellent English, 40 WPM typing, strong problem-solving skills, and the ability to stay organized under pressure in a fast-paced gaming technology environment.

Qualifications

• Typing 40 WPM with minimal errors and clear written communication.
• Proficient in MS Office and able to navigate common business applications.
• Strong verbal and written English with professional phone etiquette.
• Able to meet SLA requirements and manage multiple tasks efficiently.

Responsibilities

• Answer incoming calls or emails, gather case details, and dispatch to the right teams.
• Provide front-line application support when possible.
• Maintain adherence to SLA and monitor daily outstanding issues until resolution.
• Keep systems secure and protect proprietary materials; report breaches immediately.
• Document and update case information in the ticket system; uphold professionalism.

Skills

Typing 40 WPM

MS Office

Communication skills

Work under pressure

Analytical thinking

Independent worker

Team collaboration

English proficiency

Tools

MS Office Suite

CRM software

Job description

At Aristocrat, we are driven by our mission to bring happiness to life through the power of play. As a world leader in gaming content and technology, our impact spans across regulated land-based gaming, social casino, and regulated online real-money gaming. We're committed to encouraging an inclusive culture where innovation thrives and outstanding service is delivered.

We want a dedicated Service Support Representative to be part of our team. This job is key in ensuring excellent customer service and support for our Aristocrat CXS software. If you are ambitious and keen to help build a world-class team, this position is perfect for you!

What You’ll Do

• Answer all incoming CXS calls or emails, gather case details, and dispatch to appropriate support groups.
• Provide front-end/first-level application support when possible.
• Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.
• Verify daily outstanding customer issues until completion of the customers’ requests throughout the team.
• Maintain the security and integrity of Service Support Computers and proprietary materials.
• Notify the Manager and/or Director immediately of security breaches.
• Maintain Call Ticket System concerning Case and Customer information as needed.
• Be professional, polite, and courteous at all times.
• Meet the requirements for the daily shift concerning being on team as per the schedule.
• Willingness to adjust schedule on an as-needed basis, as outlined by the Manager, with prior notice.
• Conduct audits of account documentation for project-related activities.
• Additional tasks as directed by the Manager.

What We’re Looking For

• Typing (40 WPM) with minimal errors, and excellent phone communication.
• Able to successfully operate a personal computer (MS Office software) and access applications through user prompts.
• Capable of working under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
• Strong analytical skills, must be team-oriented, goal-oriented, and driven to deliver results.
• Ability to promptly answer support-related phone calls, emails, and other electronic communications.
• Must be organized and diligent. Must display problem-solving skills, judgment, adaptability, and the ability to learn.
• Must be capable of reading, writing, speaking, and understanding English.
• Must possess strong communication abilities, be capable of working independently, and be collaborative.
• Can instruct and deliver learning points to others.

Join us in providing outstanding service and assistance in a fast-paced and dynamic environment!

About Us: Aristocrat and Aristocrat Interactive

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated online real-money gaming (Aristocrat Interactive). Our team of over 7,400 employees worldwide is united by our company's mission of bringing joy to life through the power of play.

Aristocrat Interactive is Aristocrat's regulated online Real Money Gaming (RMG) business and was formed in 2024 with the combination of Anaxi and NeoGames. With a commitment to responsible gameplay, the business delivers land-based gaming systems, 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, Online Sports Betting (OSB), and Customer Experience Solutions (CXS).

Diversity and inclusion are integral to our values of Talent Unleashed, Collective Brilliance, Good Business, Good Citizen, and It’s All About the Player. We celebrate diversity and do not discriminate based on gender, race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

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.