Service Operations Engineer
Aristocrat Leisure Limited (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.
Aristocrat has seven corporate functions and three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day.
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
What We're Looking For
Requirements
- Excellent verbal and written communication skills in English – Must
- Proven ability to troubleshoot and resolve technical issues in a creative, customer-oriented and results-driven mindset, using tools such as logging/monitoring/diagnosis systems – Must
- Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
- Strong understanding of web and web-related technologies and Client/Server applications – An advantage
- Previous experience in SQL – An advantage
- 2+ years of relevant experience in a customer-focused position involving technical knowledge – An advantage
- Experience with Web debugging tools – An advantage
- Service Oriented and good communication and interpersonal skills
- Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated and independent
- 24/7 availability in case of critical issues (during on-call duty)
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
What We're Looking For
Requirements
- Excellent verbal and written communication skills in English – Must
- Proven ability to troubleshoot and resolve technical issues in a creative, customer-oriented and results-driven mindset, using tools such as logging/monitoring/diagnosis systems – Must
- Bachelor's degree in Computer Science / Software Engineering (or similar) – An advantage
- Strong understanding of web and web-related technologies and Client/Server applications – An advantage
- Previous experience in SQL – An advantage
- 2+ years of relevant experience in a customer-focused position involving technical knowledge – An advantage
- Experience with Web debugging tools – An advantage
- Service Oriented and good communication and interpersonal skills
- Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated and independent
- 24/7 availability in case of critical issues (during on-call duty)
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.
