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Customer Success Trainer
1 year ago
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!
Our amazing team deliver outstanding results by pushing the boundaries of innovation, creativity, and technology – and we strive to make sure we enjoy what we do, after all, we do deliver the best playful experiences.What you'll do
As a Customer Success Trainer you will conduct functional and technical system product training using various delivery methods (Face to face, Zoom, Telephone & via Remote desktop).
You will leverage your prior industry experience around the day-to-day operational activities of gaming venues with a focus on Gaming, Marketing, Membership, Cashflow, back of house procedures and digital content management.
This role will support the Asia region requiring some travel.
Some key responsibilities include:
- Provide on-site pre and post installation training and support for Aristocrats Venue Management Systems, Applications, and web-based products
- Develop structured training courses and supporting documentation
- Develop and maintain strong customer relationships
- Follow the defined Support process – log, assign, track and escalate requests and to ensure all support requests meet or exceed agreed Service level Agreement (SLA’s)
- Update call tickets with necessary information in line with our SLA and escalate when appropriate to our Senior Technical Engineer and or Management
- Analyse and communicate project risks and opportunities
What we're looking for
- Experience delivering formal training programs
- Experience in creating training and procedural documentation
- You have epic customer service skills
- A love for helping people and an appetite to learn
- Knowledge of Casino and/or club operational procedures and gaming knowledge is highly desired
- Advanced knowledge of Microsoft Word, Excel, and Power Point
- Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation
- · Proven application/technical training experience ideally within the gaming environment and in particular, cash-flow analysis and reconciliation procedures
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