Technical Support Specialist

At Aristocrat, we're not just a company; we're a community dedicated to making a significant impact in the world of technology and gaming. Our mission is to bring happiness to life through the power of play, and our culture thrives on innovation, collaboration, and a passion for excellence. As a Technical Support Specialist, you will play a crucial role in ensuring our products operate flawlessly and our customers receive world-class support. Join us in this ambitious journey and be part of a team that values your skills and your drive to make a difference!

What You'll Do

• Communicate effectively with customers across multiple channels, including chat, emails, phone calls, and ticketing systems.
• Provide outstanding Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
• Identify, troubleshoot, and solve intricate technical issues through guidelines and teamwork with diverse teams.
• Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
• Monitor, prioritize, and track the progress of all reported incidents and requests.
• Manage important blocking issues, ensuring smooth handling during both regular and off-hours as part of on-call duties.
• Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
• Contribute to continuous improvement by identifying patterns and suggesting process or product improvements.
• Develop and upkeep knowledgebase articles to assist internal and external collaborators.

What We're Looking For

• Proactive, motivated, and responsible individual capable of excelling in a dynamic environment.
• Availability for 24/7 on-call support during critical issues.
• Excellent verbal and written English communication skills – Must.
• Strong organizational, analytical, and teamwork skills – Must.
• Additional language skills, such as Spanish, are an advantage.
• Demonstrated capability to troubleshoot and resolve technical issues in intricate settings with a solid customer-focused approach.
• Minimum of 2 years of experience in a technical support or service operations position – Beneficial.
• Understanding of web technologies and client/server applications – Advantage.
• Experience with SQL and web debugging tools – Advantage.
• Bachelor’s degree in Computer Science, Software Engineering, or equivalent experience – Advantage.

Company Summary

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

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.