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Service Support Representative 1

Job Posting Title

Summary

What You'll Do

Role Responsibility

The Service Support Representative1 (SSR1) position is responsible for gathering case details for Aristocrat Games, OASIS software/hardware issues phoned or emailed into the Aristocrat Support Center (ASC), dispatching to the appropriate support groups. Individuals maintain Service Level Agreements and team goals, according to established guidelines.

• Answer all incoming calls and emails related to Games, Systems and Hardware issues, gathering case details, Remedy System data entry and dispatch to appropriate support groups.
• Provide front end/first level application and support for Web based applications and inquiries.
• Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.
• Ensure use of proper problem logging, issue tracking and auditing procedures.
• 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 Supervisor and Manager immediately of security breaches.
• Target areas for application software training for Service Support Group.
• Cross-train all backup personnel and new personnel on job responsibilities, when applicable.
• Maintain Remedy with respect to customer add/changes/deletions on an as needed basis.
• Be Professional, Polite and Courteous at all times.
• Meet the requirements for the daily shift with respect to on time as per the schedule
• Flexible to schedule change on an as needed basis, as described by Supervisor, with advance notice.
• Other duties as assigned.

Skills & Knowledge:

• Advanced ability in business math, typing (40 WPM) with minimal errors, and excellent phone communication.
• Able to successfully operate personal computer (MS Office software), and access applications through user prompts. Navigate the internet
• Able to work under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
• Strong analytical skills, Must be team, goal and results oriented.
• Ability to promptly answer support related email, phone calls and other electronic communications.
• Must be organized and detail oriented. Must display problem-solving skill, judgment, adaptabilities and the ability to learn.
• Proven ability to successfully navigate internet web site structures. Mobile Application experience and understanding (IPhone, IPad, and Android) with respect to internet gaming preferred.
• Must be able to read, write, speak and understand English.
• Must have strong communication skills, proven record of leadership, be able to work independently and be team oriented. All qualifications are an example of leadership to others in the team.
• Can instruct and deliver learning points to others.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Physical, Mental and Environmental Demands:

• Assigned duties are accomplished either in a work at home office/production setting or an Aristocrat facility, working at a desk/work station and respond to written and oral cues.
• Must have the manual dexterity to operate a computer and other necessary office/production equipment.
• May be required to bend, reach and lift up to 25 lbs.
• Must be able to work in a fast paced environment and handle several tasks at one time.
• Must be self-motivated and self-disciplined. Must be a creative, forward, positive thinker.
• Excellent communication skills with an emphasis on upward communication to management.
• Must be able to maintain confidentiality of information regarding the company, company products and employee information.
• Must be willing to work extended hours, work any shift, and variable work shifts.
• Maintain proper grooming and/or dress code. Compliant to company policies applicable to role.

What We're Looking For

Experience & Qualifications

• Requires a high school diploma. Advanced learning desirable
• Prefer at least 3-5 year of experience in supporting casino systems software (OASIS System a definite plus) or application support to end-users.3-5 years’ experience in technical support and diagnostic experience (software and hardware) in a customer contact center environment/call center management. Must become Master Certified in designated Learning Path within 180 days (certification is customized to role).

Key Competencies:

• Strong Communicator: Ability to translate the gap between “Aristocrat terminology” and customers knowledge, to deliver sound discussions that customers can understand.
• Problem Solver: Good Customer Service is all about identifying “problems and incumbrances” and working within your skill set and tools, to resolve the customers issues in a timely and professional manner.
• Visionary: Mind readers wanted. We want someone who can anticipate the customer; this person can solve problems that the customer doesn’t know she has.< >You have to love what you do. We build games and we think that’s awesome. We’re looking for people who share this same drive.
• Passion: You have to love what you do. We build games and we think that’s awesome. We’re looking for people who share this same drive.

Why Aristocrat?

• 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.