Service Support Representative

At Aristocrat, we are driven by our mission to bring happiness to life through the power of play. As a world leader in gaming content and technology, our impact spans across regulated land-based gaming, social casino, and regulated online real-money gaming. We're committed to encouraging an inclusive culture where innovation thrives and outstanding service is delivered.

We want a dedicated Service Support Representative to be part of our team. This job is key in ensuring excellent customer service and support for our Aristocrat CXS software. If you are ambitious and keen to help build a world-class team, this position is perfect for you!

What You'll Do

• 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.
• Additional tasks as directed by the Manager.

What We're Looking For

• Typing (40 WPM) with minimal errors, and excellent phone communication.
• Able to successfully operate a personal computer (MS Office software) and access applications through user prompts.
• Capable of working under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
• Strong analytical skills, must be team-oriented, goal-oriented, and driven to deliver results.
• Ability to promptly answer support-related phone calls, emails, and other electronic communications.
• Must be organized and diligent. Must display problem-solving skills, judgment, adaptability, and the ability to learn.
• Must be capable of reading, writing, speaking, and understanding English.
• Must possess strong communication abilities, be capable of working independently, and be collaborative.
• Can instruct and deliver learning points to others.

Join us in providing outstanding service and assistance in a fast-paced and dynamic environment!

About Us: Aristocrat and Aristocrat Interactive

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated online real-money gaming (Aristocrat Interactive). Our team of over 7,400 employees worldwide is united by our company's mission of bringing joy to life through the power of play.

Aristocrat Interactive is Aristocrat's regulated online Real Money Gaming (RMG) business and was formed in 2024 with the combination of Anaxi and NeoGames. With a commitment to responsible gameplay, the business delivers land-based gaming systems, content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value-added services across iLottery, iGaming, Online Sports Betting (OSB), and Customer Experience Solutions (CXS).

Diversity and inclusion are integral to our values of Talent Unleashed, Collective Brilliance, Good Business, Good Citizen, and It’s All About the Player. We celebrate diversity and do not discriminate based on gender, race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Company Summary

Aristocrat Interactive   

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). 

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

None

Pay Range

$23.56 - $43.75 per hour

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

- Answer incoming CXS calls/emails, gather details, and dispatch to appropriate support groups. - Provide front-end/first-level application support. - Ensure maintenance of personal and team Service Level Agreement(s). - Verify outstanding customer issues until completion. - Maintain security and integrity of Service Support Computers and proprietary materials. - Operate a personal computer (MS Office software) and access applications. - Work under pressure to meet SLA deadlines, demonstrating stress tolerance and resilience. - Possess strong analytical, team-oriented, goal-oriented, and results-driven skills. - Promptly answer support-related communications. - Be organized, diligent, adaptable, and capable of learning. - Read, write, speak, and understand English. - Work independently and collaboratively, possessing strong communication abilities.