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Senior Field Support Officer
PLAYER ELITECompany Description PLAYER ELITE is a specialist Digital Loyalty System provider serving the land-based gaming market across Australia. The company focuses on real-time data transformation, turning player behavior into actionable insights and increased profitability for its customers. Its software is built on innovation, drawing on the combined expertise of market leaders and elite engineers, guided by an executive team with over 80 years of global gaming experience. PLAYER ELITE’s technology delivers measurable results and strategic competitive advantages rather than traditional kiosk solutions. The company is committed to meeting the evolving needs and expectations of leading gaming operators through advanced digital loyalty platforms.
Role Description The Senior Field Support Officer is a full-time hybrid role based in Surry Hills, NSW, with flexibility for some work from home. In this role, you will support the deployment, configuration, and maintenance of PLAYER ELITE’s digital loyalty systems at customer sites, ensuring reliable performance and timely issue resolution. You will provide on-site and remote technical support, troubleshoot hardware and software problems, and escalate complex issues when required. The position involves working closely with customers to understand their operational needs, delivering high-quality customer service, and documenting incidents and solutions for continuous improvement. You will collaborate with product, engineering, and operations teams to relay field feedback, assist with training of venue staff, and contribute to the refinement of tools, processes, and support documentation.
Qualifications
Role Description The Senior Field Support Officer is a full-time hybrid role based in Surry Hills, NSW, with flexibility for some work from home. In this role, you will support the deployment, configuration, and maintenance of PLAYER ELITE’s digital loyalty systems at customer sites, ensuring reliable performance and timely issue resolution. You will provide on-site and remote technical support, troubleshoot hardware and software problems, and escalate complex issues when required. The position involves working closely with customers to understand their operational needs, delivering high-quality customer service, and documenting incidents and solutions for continuous improvement. You will collaborate with product, engineering, and operations teams to relay field feedback, assist with training of venue staff, and contribute to the refinement of tools, processes, and support documentation.
Qualifications
- Candidates should possess strong Interpersonal Skills and Customer Service capabilities to build effective relationships with venue staff and stakeholders.
- Candidates should possess solid Communication skills, including clear verbal and written communication for explaining technical issues and documenting support activities.
- Candidates should possess robust Analytical Skills to diagnose issues, interpret system data, and identify trends or root causes in field environments.
- Candidates should possess hands-on Technical Support skills, including experience with software troubleshooting, hardware connectivity, and basic network concepts.
- Relevant experience in field support, IT helpdesk, or technical customer-facing roles, ideally within gaming, hospitality, or similar industries.
- Ability to work independently in the field, manage priorities, and travel to customer locations as required.
- Familiarity with APIs, data-driven applications, or loyalty systems is advantageous.
- Certificate or degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.