Service Support Representative
Aristocrat is seeking a dedicated Service Support Representative to join its team. This role is essential for ensuring excellent customer service and support for the Aristocrat CXS software within a fast-paced and dynamic environment.
- Answer all incoming CXS calls or emails, gather case details, and dispatch to appropriate support groups.
- Provide front-end/first-level application support when possible.
- Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.
- 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 the Manager and/or Director immediately of security breaches.
- Maintain Call Ticket System concerning Case and Customer information as needed.
- Be professional, polite, and courteous at all times.
- Meet the requirements for the daily shift concerning being on team as per the schedule.
- Willingness to adjust schedule on an as-needed basis, as outlined by the Manager, with prior notice.
- Conduct audits of account documentation for project-related activities.
- Perform additional tasks as directed by the Manager.
- Typing (40 WPM) with minimal errors (required)
- Excellent phone communication (required)
- Able to successfully operate a personal computer (MS Office software) and access applications through user prompts (required)
- Capable of working under pressure to meet SLA deadlines (required)
- Stress tolerance and resilience (required)
- Overcome objections (required)
- Strong analytical skills (required)
- Must be team-oriented, goal-oriented, and driven to deliver results (required)
- Ability to promptly answer support-related phone calls, emails, and other electronic communications (required)
- Must be organized and diligent (required)
- Must display problem-solving skills, judgment, adaptability, and the ability to learn (required)
- Must be capable of reading, writing, speaking, and understanding English (required)
- Must possess strong communication abilities, be capable of working independently, and be collaborative (required)
- Can instruct and deliver learning points to others (required)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with employer matching
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.