Technical Support Specialist
As a Technical Support Specialist, you will play a crucial role in ensuring our products operate flawlessly and our customers receive world-class support. Join us in this ambitious journey and be part of a team that values your skills and your drive to make a difference!
- Communicate effectively with customers across multiple channels, including chat, emails, phone calls, and ticketing systems.
- Provide outstanding Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
- Identify, troubleshoot, and solve intricate technical issues through guidelines and teamwork with diverse teams.
- Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
- Monitor, prioritize, and track the progress of all reported incidents and requests.
- Manage important blocking issues, ensuring smooth handling during both regular and off-hours as part of on-call duties.
- Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
- Contribute to continuous improvement by identifying patterns and suggesting process or product improvements.
- Develop and upkeep knowledgebase articles to assist internal and external collaborators.
- Proactive, motivated, and responsible individual capable of excelling in a dynamic environment. (required)
- Availability for 24/7 on-call support during critical issues. (required)
- Excellent verbal and written English communication skills – Must. (required)
- Strong organizational, analytical, and teamwork skills – Must. (required)
- Additional language skills, such as Spanish, are an advantage. (preferred)
- Demonstrated capability to troubleshoot and resolve technical issues in intricate settings with a solid customer-focused approach. (required)
- Minimum of 2 years of experience in a technical support or service operations position – Beneficial. (preferred)
- Understanding of web technologies and client/server applications – Advantage. (preferred)
- Experience with SQL and web debugging tools – Advantage. (preferred)
- Bachelor’s degree in Computer Science, Software Engineering, or equivalent experience – Advantage. (preferred)
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.
