Communicate effectively with customers across multiple channels, including chat, emails, phone calls, and ticketing systems.
Provide outstanding Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
Identify, troubleshoot, and solve intricate technical issues through guidelines and teamwork with diverse teams.
Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
Monitor, prioritize, and track the progress of all reported incidents and requests.
Manage important blocking issues, ensuring smooth handling during both regular and off-hours as part of on-call duties.
Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
Contribute to continuous improvement by identifying patterns and suggesting process or product improvements.
Develop and upkeep knowledgebase articles to assist internal and external collaborators.
Requirements
Proactive, motivated, and responsible individual capable of excelling in a dynamic environment.
Availability for 24/7 on-call support during critical issues.
Excellent verbal and written English communication skills - Must.
Strong organizational, analytical, and teamwork skills - Must.
Additional language skills, such as Spanish, are an advantage.
Demonstrated capability to troubleshoot and resolve technical issues in intricate settings with a solid customer-focused approach.
Minimum of 2 years of experience in a technical support or service operations position - Beneficial.
Understanding of web technologies and client/server applications - Advantage.
Experience with SQL and web debugging tools - Advantage.
Bachelor's degree in Computer Science, Software Engineering, or equivalent experience - Advantage.
Company Summary
Aristocrat Interactive
About Aristocrat
Our Values
All about the Player
Talent Unleashed
Collective Brilliance
Good Business Good Citizen
Travel Expectations
None
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.
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.
Additional Information
At Aristocrat, we're not just a company; we're a community dedicated to making a significant impact in the world of technology and gaming. Our mission is to bring happiness to life through the power of play, and our culture thrives on innovation, collaboration, and a passion for excellence. As a Technical Support Specialist, you will play a crucial role in ensuring our products operate flawlessly and our customers receive world-class support. Join us in this ambitious journey and be part of a team that values your skills and your drive to make a difference!
Aristocrat · North Macedonia - Skopje