Service Operations Engineer
Aristocrat is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, free-to-play mobile games and online real money games.
Job Description
Responsibilities:
- Provide advanced support services for internal and external entities according to contractual SLA obligations – Be a Subject Matter Expert for technical support in the company
- Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls)
- Prioritize, monitor, and track the progress of all incidents reported
- Manage critical escalations during on and off-hours
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
- Interface with various Departments such as: R&D, IT, DevOps and other customer support groups to address product issues in complex environments
- Maintain and create knowledgebase articles
Travel Expectations
None
Additional Information
Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
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.
Responsibilities:
- Provide advanced support services for internal and external entities according to contractual SLA obligations – Be a Subject Matter Expert for technical support in the company
- Multi-channel communication with customers (chat, e-mails, ticketing system, phone calls)
- Prioritize, monitor, and track the progress of all incidents reported
- Manage critical escalations during on and off-hours
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
- Interface with various Departments such as: R&D, IT, DevOps and other customer support groups to address product issues in complex environments
- Maintain and create knowledgebase articles
Travel Expectations
NoneAdditional Information
Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
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.
