Technical Support Supervisor

Summary

The Technical Support Supervisor will be responsible for leading the technical support team, including oversight of the case management system, process workflows, and escalation management. This role will establish and refine the processes, techniques, tools, and methods used by the advanced technical support team to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate daily on Aristocrat-supported product lines released in Class II, Class III, Historic Horse Racing, and Video Lottery Terminal markets.

In this role, you will be working with cutting-edge technology and applying fresh ideas and creativity to deliver the world's greatest gaming experience, every day. The right candidate will thrive in a fast-paced environment and have a solid technical background combined with global customer service experience. A critical thinking mindset based on problem-solving with an ability to motivate your team to achieve specific goals is an essential skill to perform well in this position. An individual that is invested in continuous quality improvements is customer service focused, is a problem-solver, and possesses strong communication skills would be an ideal candidate for the role.

What You'll Do

• Manage workflow and assist a customer-focused team comprised of technical support representatives and support engineers of varying skill levels responsible for providing support for Class II, Class III, Historic Horse Racing, Video Lottery Terminal, and Casino Management System related to hardware/software support.

• Work with customers and maintain business relationships with other core departments, and other technical stakeholders to identify, analyze, and document defects, field concerns, performance errors, and inconsistencies reported from the field.

• Monitor the Advanced Technical Support team case assignments to ensure open/aging activities and assigned within the team.

• Monitor field quality JIRA escalations for issue/resolution updates and oversee special projects as assigned.

• Follow up with customers in response to negative customer feedback surveys and closure results and identify tech support problem areas for improvement and, if warranted, implement corrective actions.

• Work with the Advanced Technical Support team to onboard new staff and evaluate the team and identify mentorship opportunities to enhance the level of support delivered within the support team.

• Analyze field performance data, generate reports, and escalate field performance/quality defect discoveries via data trends.

• Assist with technical support documentation drafts, creating support team knowledge-sharing dashboards, and generating reports for new products and field performance issues.

• Maintain a high level of integrity and professionalism.

• Works with leadership to recruit, develop, and build top technical talent with the soft and technical skills within the Advanced Technical Support team to provide world-class customer service and support.

• Work through open-ended situations and re-prioritize field requests based on severity. Make decisions quickly and often with limited information, based on a solid understanding of safety, impact, and best practices.

• Contain quality first and a critical thinking mindset with all projects and make recommendations for continuous improvements.

• Performs other duties as assigned.

What We're Looking For

• Bachelor’s degree in Computer Science, Industrial Engineering/Mechanical Engineering, Quality, or related field and/or experience.

• A minimum of 8 years of related experience in the gaming industry with active knowledge of slot machines & casino management systems.

• History of leadership accomplishments in various organizations/industries.

• Functional knowledge of the gaming, development, engineering design, and technology industries

• Demonstrable skills in the Microsoft Office Suite, PowerPoint, Excel, Word, Data Systems, MS/Power/BI

• Must have excellent analytical and critical thinking skills, combined with multitasking abilities.

• Must have excellent oral and written communication skills

• Must be able to work independently, be team-oriented, and demonstrate excellent customer service skills.

• Ability to prepare, present and clearly communicate issues/resolutions to both technical and business audiences.

• Possess a high level of personal and professional accountability and can enlist the cooperation of cross-functional groups involved in common business goals and objectives.

• Working knowledge of lean, six sigma, and related manufacturing principles

• This position will require registration with the Nevada Gaming Control Board (NVGB) and other gaming jurisdictions in which Aristocrat operates.

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.

Travel Expectations

Up to 25%
Pay Range
$69,044-$128,225

Pay Rate Type: Salary

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.