Service Support Representative

Working onsite at our LVIC facility in Las Vegas, the Senior Service Support Representative continuously monitors all Multi-Site Progressives (MSP) systems operations and Downloadable Gaming Services. MSP operates in a secure facility 24 hours a day, 7 days a week, and must receive constant monitoring and maintenance due to the critical nature of the gaming activities that they support.

Shifts available:

Monday-Thursday 11 pm-930am

Thursday - Sunday 730pm- 6 am

This position is responsible for monitoring all MSP system operations. Answers support phone calls and resolves or escalates issues. Provides support on operational and maintenance issues pertaining to the MSP systems operations and installations. Provides direct support, training, and shadowing to the Tier 1 representatives and covers a rotating on-call schedule. Due to the critical nature of gaming regulations and guidelines, this position requires high attention to detail and is heavily admin-focused.

• Maintain the same responsibilities and duties of the MSP Service Support Representative.

• Show complete and proficient knowledge of MSP responsibilities, duties, and procedures.

• Engage in in-depth troubleshooting with MSP Engineers and FSTs

• Review and process contracts

• Verify new PARS sheets to identify VAR for new themes.

• First point of escalation for MSP Service Support Representatives.

• Manage MSP installs and conversions.

• Mentor and shadow all new MSP team members.

• Create, monitor, and escalate vendor troubleshooting tickets.

• Have the flexibility to provide additional coverage when necessary.

• Assist with project management and task supervision.

• Participate in rotating on-call schedules.

• Other duties as assigned.

What We're Looking For

• A high school diploma or equivalent credentials in gaming machine/system servicing, installation, or related fields. 

• A minimum of 2-4 years of direct technical support experience in a customer contact center environment.

• Have a fundamental understanding of MSP procedures and policies.

• Must have strong analytical, critical thinking skills, combined with strong multitasking abilities.

• Knowledge of the Microsoft Office suite.

• Understanding of basic network understanding and troubleshooting processes

• Must be customer service-oriented and have exceptional verbal communication skills.

• Demonstrated ability for simultaneous phone communication and written.

• Able to successfully operate within a Windows desktop environment.

• Able to work under pressure and meet deadlines.

• Must be able to read, write, speak, and understand English.  

• Must have strong communication skills, be able to work within a team collaborative environment.

• Ability to manage multiple tasks and priorities, including good time management skills

• Must be able to clear a background for all required gaming licenses needed for the position

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Pay Range

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

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.