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MSP Service Support Representative

Job Posting Title

Pay Range

Summary

What You'll Do

• The shift will be Friday - Monday 9:00 a.m. to 7:30 p.m. onsite at our Las Vegas facility
• Responsible for taking calls, entering issues into the tracking system, and attempting to solve the problem on first contact. If problem cannot be solved, the operator will engage with a higher tier of support or dispatch field service staff as required.
• The position is largely administrative with some diagnostic troubleshooting requirements
• Responsible for monitoring server, application systems and responding to slot machine status alerts.
• Responsible for recording, verifying, and processing several system reports to record the status of the MSP Network, connected slot machines and core components.
• Able to log, track issues and process paperwork follow auditing procedures in a high work volume environment.
• Ability to effectively prioritize and transition through a variety of case types and issues
• Verify outstanding issues daily to completion.
• Provide overflow call support for other support teams as needed
• Other duties as assigned.
• Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.
• Follow all lawful employer safety and health rules.
• Wear and/or use Personal Protective Equipment, when and how instructed.
• Report hazardous conditions to management.
• Report any job-related injury or illness to management and seek treatment promptly.

What We're Looking For

Education: Position requires a high school diploma or its equivalent.

Experience: Requires a minimum of one year of direct Technical Support experience (software and/or hardware) in a customer contact center environment.

Skills, knowledge, and qualifications:
• Knowledge of Microsoft Office suit.
• 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 communication.
• Able to successfully operate within windows desktop environment.
• Able to work under pressure and 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 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. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. 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

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.