Customer Success Technician

2 days ago

North Ryde, Australia Big Fish Games, Inc. Full time

**Job Posting Title**:
Customer Success Technician

**Summary**:
We’re a world leader in gaming entertainment operating in 90 countries across the world, with a diverse range of products and services, including electronic gaming machines, social gaming and casino management systems. Our mission is simple, we create the world’s greatest gaming experience, every day

**What You'll Do**:
As a Customer Success Technician you will be responsible for providing end-to-end technical support across the full Aristocrat gaming software & hardware suite. Part of this role will also have you involved with upcoming projects - this includes onsite work at customer venues along with hardware and software deployment, configuration and enablement.

You will liaise and communicate with internal groups and stakeholders and have a mindset that will enable you to analyse and prioritise issues at hand and escalate issues required.

**Key responsibilities include**:

- Provide on-site and off-site pre and post installation support for Aristocrats Venue Management Systems, Applications and Web-based products
- Build and install software on machines (Electronic Gaming Machines, Workstations, Servers)
- Manage client interactions utilising our Call Management System (SalesForce)
- Update tickets with necessary information in line with our service levels and escalate when appropriate to our Senior Engineers
- Liaise with customers and build strong relationships providing a high level of customer service
- Liaise and work with internal resources to deliver client requirements i.e., Service Technicians

We work flexibly with a mix of working from the office and from home, you can be based from any of our office locations across NSW including North Ryde, Port Macquarie, Wollongong, Albury, Canberra, Newcastle or Coffs harbour.

**What We're Looking For**:

- Epic customer service skills
- A love of helping people and an appetite to learn
- Experience in a similar technical support role
- Experience in the Gaming industry would be highly regarded
- Combination of software and hardware experience advantageous
- Experience building and configuring operating system workstations and servers
- Experience with Salesforce or a similar CMS tool
- Excellent problem-solving skills
- Demonstrated organizational skills and an ability to work unsupervised
- Experience with VMware, Linux & Windows (Server and Workstation) software advantageous

**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.
- 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.

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