Customer Support Trainer

 

Pavilion Payments

Pavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across all of their physical and digital properties. Our complete suite of payment solutions enables safe, secure, and trusted cash access at the cage, on the casino floor, or online. Our compliance and security solutions offer additional layers of automation and risk protection. And our analytics solutions enable clients to view performance across all of their gaming properties.

 

About the Role

The Customer Support Trainer will provide high-quality training experiences for internal and external customers.  The trainer must be able to document and provide detailed training on installation, general knowledge of product use, and troubleshooting. Gaming Trainers should be able to handle but no limited to: 

• AS400
• iGaming
• VIP Mobility
• Checknet 
• Retail Check processing 

Responsibilities

• Design, present and evaluate training programs for internal customers in operations areas serving external customers. A primary area of training responsibility will be initially assigned, with cross-training in other operations based on business needs. 
• Design, present and evaluate soft skills training programs for internal and external customers. 
• Implements adult learning techniques in classroom facilitation or on the floor and in written documentation. 
• Analyzes training practices and works with leadership to improve training material. 
• Recommends the acquisition of updated training resources that proactively address customers’ needs. 
• Uses various Google and graphics applications to assemble, manipulate, and format information and presentations. 
• Ensures that the training room is clean and properly equipped, with all equipment in working order at all times. 
• Works to create new and/or updated training resources that proactively address internal and external customer needs. 
• Takes responsibility for impromptu training or team needs with the appropriate sense of urgency, especially during escalations. 
• Maintain a strong communication channel with leadership and management. 
• Quality assurance - monitor CAMS agents while providing feedback to management. 
• Quality control - audit and score Sr. Analysts and CAMS agents to provide data to management. 
• Work closely with the Unit Manager to schedule training so it does not impact our customers. 
• Day to day tasks assigned by ops management as needed

Requirements

• Familiarity to LMS systems such as Cornerstone, Blackboard. Brainier etc.   
• Salesforce and Talk Desk experience preferred.   
• Experience with Microsoft suite of products such as Excel, Word, PowerPoint etc.   
• Certified Facilitator Credential preferred. 

Education 

• Associate degree (Bachelor’s degree preferred) 

Experience 

• 2 years’ experience in a Corporate training environment.   
• Experience in Gaming is preferred but not mandatory.   

Perks & Benefits!

● A great company that is focused on team building, and career pathing for its team!

● Join a team that is fun, friendly, and customer-focused!

● Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

 

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department