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Product Support Specialist 1
1 month ago
Summary
The role of the Product Support Specialist I will provide technical support to the casinos running software created and distributed by Aristocrat Technologies. This position requires the candidate to be able to work in a fast-paced, ever changing environment with little supervision. The candidate for this position will be part of a small, but growing team which supports all products created and distributed by Aristocrat Technologies at any one of the 300 casinos who are OASIS systems customers. Our team is full of eager, wanting to learn people. Everyone on the team takes pride and satisfaction in solving issues quickly while providing a personal touch to our customers.
This is an onsite role located at our Summerlin Office. You must be able to work either one of these 2 shifts:
-Sunday through Thursday, 12 pm - 9 pm
-Tuesday through Saturday, 12 pm - 9 pmWhat you'll do
- Answer calls routed to the phone queue.
- Frequently monitor the case tracking system for new cases.
- Ensure accurate and efficient first call resolution or escalates issue to the proper internal group if necessary.
- Ability to pass extensive background check for various jurisdictions to hold gaming licenses.
- Solve application issues and questions.
- Reinforce all SLAs with internal and external customers.
- Become OASIS Master Certified within 180 days.
- Read T-SQL queries.
- Provide customer training on how to use software created and distributed by Aristocrat Technologies.
- Work closely with other teammates to assist in troubleshooting front end application issues.
- All other duties as assigned.
What we're looking for
- Minimum of 1 year supporting and troubleshooting hardware and software.
- Minimum of 1 year experience in a customer support environment.
- Outgoing personality.
- Ability to stay calm when dealing with difficult customers and situations.
- Able to work a day, swing, and weekend shifts, if needed.
- Logical and critical thinking skills.
- Associate degree or equivalent experience.
- Must be able to read, write, speak and understand English.
- Casino experience a plus.
Travel Expectations
None
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