Job Posting Title

Service Support Manager

Pay Range

$61,600-$114,400

Summary

We're pioneers in our field and relentless in our pursuit of excellence. Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business. Whether we're designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles, such as Game of Thrones TM, Sons of Anarchy and Lightning Link along with our award-winning app Heart of Vegas, we're continually pushing the bar of creativity.

What You'll Do

The Service Support Manager will manage the team that provides continuous monitoring of all Multi-Site Progressive (MSP) systems operations. MSP operates in a secured facility 24/7 and requires constant monitoring and maintenance due to the critical nature of gaming activities that they support. This includes managing operational and maintenance issues pertaining to MSP systems and ensuring proper procedures and escalations are being adhered to. This position will work onsite and be responsible for maintaining 24/7 coverage.

Essential Duties (What you’ll do)

• Recruit, mentor and develop Service Support Representatives and nurture an environment where they can excel through encouragement and empowerment

• Provide daily direction and communication to employees so that Service Support calls and tickets are answered in a timely, efficient, and knowledgeable manner.

• Ensure that Phone Queue metrics, Service Level Agreements and Key Performance Indicators are met, and problems are escalated appropriately.

• Handle complaints/escalated issues and investigate, track and resolve customer concerns; identify trends, partner with device manufacturers, and implement solutions.

• Manage the setup and installation of new sites and links in the proprietary administration program.

• Provide continual evaluation of processes and procedures; suggest methods to improve department operations, efficiency, and service.

• Maintains updated Documentation and Procedures for MSP Operations Staff; works closely with other departments to ensure procedures are adhered to for ATI MSP operations.

• Works with MSP System Engineers and team to identify and resolve networking, database, and/or application problems.

What We're Looking For

• 2-4 years in a call center support role

• Minimum 2 years of supervisory experience

• Knowledge of PC hardware, software, and network to provide support and troubleshooting

• A+ Certification or equivalent is preferred

• Minimum of 1 year supporting casino systems software is preferred

• Ability to read, write, speak and understand English

• Previous experience operating in a heavily regulated environment

• Ability to maintain confidentiality of information regarding the Company and Company products

• Ability to qualify for gaming card; this position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Skills and Knowledge

• Knowledge of Microsoft Windows and desktop systems and servers

• Ability to multitask and stay organized

• Proficient with basic computer software and phone systems

• Excellent interpersonal, problem-solving and leadership skills

• Ability to stay calm in stressful situations and meet strict quotas

• Strong grasp on the company’s products, services, and customer service policies

• Must be customer service oriented and have exceptional written and verbal communication skills in English

• Demonstrated ability in business math, typing (40 WPM), phone communication, and written communication

• Able to successfully operate personal computer including MS Office software, laser/inkjet printers, copier, and other business equipment.

Physical Demands

• Assigned duties are accomplished primarily in an office/production setting. Must be able to maneuver around an office/production setting, work 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

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• 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.