Service Operations Engineer
Aristocrat
Advanced Support Services Specialist
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.