📍 Job Overview

Job Title: Technical Support Specialist
Company: Aristocrat Gaming
Location: Skopje, North Macedonia
Job Type: On-site, Full-time
Category: Customer Support & Services
Date Posted: July 29, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Handle daily operations and customer queries through various channels (help desk, chat, email, phone)
Troubleshoot and resolve technical issues, ensuring timely resolution
Collaborate with internal teams and external parties to analyze and solve problems
Create and maintain internal documentation and Knowledge Base articles
Adapt to dynamic work environments and empower team collaboration

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and the capacity to work in a fast-paced, dynamic environment. Familiarity with sports betting and casino industries is a plus.

💻 Primary Responsibilities

Customer Support: Respond to customer queries via multiple channels, providing accurate and timely solutions
Issue Resolution: Analyze, categorize, and document reported issues, ensuring they are resolved promptly
In-person Meetings: Attend meetings with clients to diagnose and solve technical issues
Documentation: Create and maintain internal documentation and Knowledge Base articles
Adaptability: Work effectively in a dynamic environment, adapting to changing priorities and workloads

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field

Experience: 1 year of technical support experience is a plus

Required Skills:

Excellent English (spoken and written)
Good Spanish (spoken and written)
Good knowledge of Microsoft Office Apps
Basic knowledge of SQL, HTML, and CSS
Basic knowledge of browser developer tools
Basic understanding of network infrastructure
Knowledge of JIRA or other ticketing systems (a plus)

Preferred Skills:

Additional languages (a plus)
Basic knowledge of sports betting and casino (a plus)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through past support cases or projects
Showcase strong communication skills through customer interactions or case studies
Highlight adaptability and teamwork through collaborative projects or team achievements

Technical Documentation:

Provide examples of well-documented technical issues, including steps taken to resolve them
Showcase internal documentation or Knowledge Base articles created to improve support processes

💵 Compensation & Benefits

Salary Range: Not specified, but given the entry-level experience required and regional cost of living in North Macedonia, the estimated salary range is between 15,000 to 20,000 MKD (Macedonian Denar) per month.

Benefits: Not specified, but may include standard benefits such as health insurance, retirement plans, and paid time off.

Working Hours: The work will be performed in three shifts; during the onboarding and training period, the work will be performed in the first shift.

📝 Enhancement Note: The salary range provided is an estimate based on regional market data and should be verified with the hiring organization. Benefits information is not provided, so candidates should inquire about them during the application process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Gaming and entertainment technology

Company Size: Aristocrat Leisure Limited (ASX: ALL) is a leading global provider of gaming content and technology solutions, employing over 8,500 people worldwide. Aristocrat Interactive, the regulated online Real Money Gaming business, is a significant part of the company's operations.

Founded: Aristocrat Leisure Limited was founded in 1953 and has since grown into a global leader in the gaming industry.

Team Structure: The Technical Support Specialist role will be part of the Aristocrat Interactive team, working closely with internal teams and external clients to provide technical support and resolve issues.

Development Methodology: Not specified, but given the customer support nature of the role, the team likely follows Agile methodologies to manage and prioritize support tickets and ensure timely resolution.

Company Website: https://www.aristocrat.com/

📝 Enhancement Note: Aristocrat Leisure Limited is a large, global company with a strong presence in the gaming industry. The Aristocrat Interactive team focuses on regulated online Real Money Gaming, providing content, proprietary technology platforms, and value-added services across iLottery, iGaming, and Online Sports Betting.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level position in the technical support career path. It provides an opportunity to gain experience in customer support, troubleshooting, and issue resolution in a dynamic, fast-paced environment.

Reporting Structure: The Technical Support Specialist will report directly to the Technical Support Team Lead or Manager.

Technical Impact: This role has a direct impact on customer satisfaction and the overall user experience by ensuring that technical issues are resolved promptly and effectively.

Growth Opportunities:

Develop strong technical and soft skills through hands-on experience and problem-solving
Gain exposure to various aspects of the gaming and entertainment technology industry
Potential career progression into more senior technical support roles, team leadership, or specialized technical positions

📝 Enhancement Note: As an entry-level role, the Technical Support Specialist position offers opportunities for career growth and skill development within the technical support career path. Candidates can expect to gain valuable experience in customer support, troubleshooting, and issue resolution, which will be beneficial for future career progression.

🌐 Work Environment

Office Type: On-site, with three shifts available to accommodate different work schedules

Office Location(s): Skopje, North Macedonia

Workspace Context:

Collaborative work environment, with opportunities to work with internal teams and external clients
Dynamic and fast-paced environment, with a focus on timely issue resolution and customer satisfaction
Potential for remote work or hybrid arrangements, depending on the specific needs of the team and the organization

Work Schedule: The work will be performed in three shifts; during the onboarding and training period, the work will be performed in the first shift. The exact work schedule may vary depending on business needs and customer support requirements.

📝 Enhancement Note: The on-site work environment for the Technical Support Specialist role is dynamic and fast-paced, with a focus on timely issue resolution and customer satisfaction. Candidates should be prepared to work effectively in a collaborative, team-oriented setting and adapt to changing priorities and workloads.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screen: A brief conversation to assess communication skills, language proficiency, and basic technical knowledge
Technical Assessment: A hands-on test to evaluate problem-solving skills, troubleshooting abilities, and familiarity with relevant technologies (e.g., Microsoft Office, SQL, HTML, CSS)
Final Interview: A face-to-face or video interview to discuss the candidate's fit with the team, company culture, and long-term career goals

Portfolio Review Tips:

Highlight past support cases or projects that demonstrate strong communication skills, problem-solving abilities, and adaptability
Showcase internal documentation or Knowledge Base articles created to improve support processes
Emphasize any experience or familiarity with sports betting and casino industries

Technical Challenge Preparation:

Brush up on basic technical skills, including Microsoft Office, SQL, HTML, and CSS
Practice problem-solving and troubleshooting exercises to build confidence and speed
Familiarize yourself with Aristocrat Gaming's products and services, as well as the gaming and entertainment technology industry as a whole

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Issue Resolution, Documentation, Microsoft Office, SQL, HTML, CSS, Network Infrastructure, JIRA, Sports Betting, Casino, Team Collaboration, Problem Solving, Communication, Adaptability

📝 Enhancement Note: The interview process for the Technical Support Specialist role focuses on assessing communication skills, problem-solving abilities, and technical knowledge. Candidates should be prepared to demonstrate their skills through hands-on tests and discussions about past support cases or projects.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Microsoft Office Apps (Word, Excel, PowerPoint)
JIRA or other ticketing systems
Browser developer tools (e.g., Chrome DevTools, Firefox Developer Tools)

Programming Languages & Technologies:

Basic knowledge of SQL, HTML, and CSS
Familiarity with sports betting and casino industries (a plus)

📝 Enhancement Note: The Technology Stack & Web Infrastructure section is not directly applicable to the Technical Support Specialist role, as the position does not involve web development or server administration tasks. However, familiarity with relevant support tools, programming languages, and technologies is essential for success in the role.

👥 Team Culture & Values

Customer Support Values:

All about the Player: Focus on providing exceptional customer service and ensuring customer satisfaction
Talent Unleashed: Encourage continuous learning and skill development to improve support processes and outcomes
Collective Brilliance: Foster a collaborative work environment, with a focus on teamwork and knowledge sharing
Good Business Good Citizen: Act with integrity and professionalism in all aspects of the role, adhering to Aristocrat's code of conduct and ethical standards

Collaboration Style:

Cross-functional Integration: Work closely with internal teams and external clients to analyze and solve technical issues
Code Review Culture: Collaborate with team members to review and improve support processes and documentation
Knowledge Sharing: Share technical knowledge and best practices with team members to improve overall support quality and efficiency

📝 Enhancement Note: The Team Culture & Values section highlights Aristocrat's commitment to exceptional customer service, continuous learning, and collaboration. Candidates should be prepared to embody these values and contribute to a positive, supportive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting and resolving complex technical issues in a timely manner
Adapting to dynamic work environments and changing priorities
Collaborating effectively with internal teams and external clients to analyze and solve problems

Learning & Development Opportunities:

Develop strong technical and soft skills through hands-on experience and problem-solving
Gain exposure to various aspects of the gaming and entertainment technology industry
Potential career progression into more senior technical support roles, team leadership, or specialized technical positions

📝 Enhancement Note: The Challenges & Growth Opportunities section emphasizes the dynamic and fast-paced nature of the Technical Support Specialist role. Candidates should be prepared to adapt to changing priorities and workloads, as well as opportunities for career growth and skill development.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've resolved in the past and the steps you took to identify and address the problem
Troubleshooting: Walk through a troubleshooting process for a common technical issue, demonstrating your ability to analyze and diagnose problems
Documentation: Explain how you've created or improved internal documentation or Knowledge Base articles to enhance support processes

Company & Culture Questions:

Team Fit: Describe your preferred work environment and how you've adapted to different team dynamics in the past
Industry Knowledge: Demonstrate your understanding of the gaming and entertainment technology industry and Aristocrat Gaming's products and services
Long-Term Goals: Discuss your long-term career goals and how this role fits into your overall professional development plan

Portfolio Presentation Strategy:

Case Studies: Present detailed case studies of past support cases or projects, highlighting your problem-solving skills, communication abilities, and adaptability
Documentation: Showcase internal documentation or Knowledge Base articles you've created to improve support processes and outcomes
Testimonials: Provide testimonials from satisfied customers or colleagues, highlighting your strong communication skills, problem-solving abilities, and teamwork

📝 Enhancement Note: The Interview Preparation section focuses on assessing communication skills, problem-solving abilities, and technical knowledge. Candidates should be prepared to demonstrate their skills through hands-on tests and discussions about past support cases or projects.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the application link
Tailor your resume to highlight relevant skills and experiences, including past support cases or projects and any familiarity with sports betting and casino industries
Prepare for the phone/Skype screen by practicing your communication skills and brushing up on basic technical knowledge
Research Aristocrat Gaming's products and services, as well as the gaming and entertainment technology industry, to demonstrate your industry knowledge and enthusiasm for the role
Prepare for the technical assessment by reviewing relevant support tools, programming languages, and technologies, as well as practicing problem-solving and troubleshooting exercises

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist