Customer Experience Advocate (Technical Trainer) Job Opening

Everi (www.everi.com) is a leading supplier of technology solutions for the casino gaming industry. Our Company provides casino operators with a diverse portfolio of products including innovative gaming machines that power the casino floor, and casino operational & management systems that include comprehensive, end-to-end financial technology solutions, critical intelligence offerings, and gaming operations efficiency technology. Everi’s mission is to be a transformative force for casino operations by facilitating memorable player experiences, delivering reliable protection and security, and striving for customer satisfaction and operational excellence.

We are proud to be the gaming industry’s single-source provider of financial technology solutions, games, and intelligence solutions that power the casino floor.

Why Everi?

• Leader in Gaming Technology Innovation (GTI)
• Opportunities for growth & advancement in a broad, diverse company setting
• Employee-led social events & gaming groups
• Competitive compensation, benefits & PTO

** This position can be home-based. **

Job Responsibilities:

• Customarily and regularly exercises discretion and independent judgment managing Everi training programs in accordance with business needs and customer requirements ensuring an overall positive customer experience.
• Interact with functional organizations to develop specifications for content of courses.
• Responsible for creating training documentation such as Quick References, Job Aides, Student/Facilitator Guides, etc.
• Actively provides excellent customer support while assisting with deployment and installation of Everi hardware / software products and third-party software.
• Customarily and regularly provides customer post-implementation training services, including webinars, curriculum development, and ongoing support via phone and / or email.
• Assists internal teams and provides information to customers related to utilization, application configuration, user access, and systems security for new installations and upgrades.
• Actively collaborates with cross-functional teams ensuring efficient and effective deployment and maintenance of services.
• Exercises discretion and independent judgment maintaining application security, event investigations, and compliance enforcement as it relates to installations, including monitoring interventions, security violations, and personnel conduct in relation to data security, protection, and other means as necessary.
• Regularly collaborates with functional teams developing course content specifications.
• Responsible for preparing lesson plans including the method, media, and documentation to be presented; assists with continual course review documentation, ensuring accuracy and relevance.
• Responsible for delivering on-site and online training to internal and external customers on the use and support of Everi hardware and software products.
• Responsible for coordinating with the customer training timelines, requirements, and agendas prior to product installation, ensuring trainer and customer are prepared.
• Responsible for conducting training sessions and assisting in evaluating the effectiveness of training activities.
• Serves as a training subject matter expert; regularly reviews documentation and training materials, and assists other trainers as needed.
• Actively assists with planning, assessment, and implementation of overall department goals and objectives.
• Customarily and regularly interacts with client upper management, including but not limited to, performing or assisting in troubleshooting and diagnosing hardware / software issues, correcting them when identified, and assisting in trainings and demos for client staff and IT departments.
• Provides clear, concise, and appropriate internal and external status reports communicating deliverables, progresses, and results.
• Actively builds strong relationships and represents Everi with clients and business partners.
• Performs other related duties as assigned.

Education/Qualifications:

• High school diploma or GED required.
• Bachelor’s Degree preferred.
• Ability to obtain and maintain regulatory Gaming License(s), as required.

Job Knowledge/Work Experience:

• 3-5 years’ experience in a training role-utilizing problem solving techniques, resource allocation, timely production of deliverables, and delivery of product.
• 1-3 years’ experience in training audits.
• Demonstrated experience developing and writing curricula around software or hardware products required.
• Demonstrated ability managing multiple priorities with excellent follow-through to meet deadlines in a fast-paced environment.
• Possesses excellent written, verbal, and presentation skills.
• Demonstrated ability researching and gathering content from multiple technical sources.
• Gaming or financial industry experience strongly preferred.

Technical Skills:

• Proficiency in Microsoft Office applications.
• Demonstrated familiarity with online survey and communication tools, such as Survey Monkey, Skype, Lync or WebEx and productivity and sharing tools, such as SharePoint, Wiki, Dropbox, Simplicity or similar.
• Demonstrated proficiency in software application for an installation, operations and systems perspective.
• Familiarity with compliance software applications from an operations and systems perspective preferred.

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Everi is an Equal Opportunity Employer. All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital status, or any other characteristic or class protected by federal, state, or local law.

** For All External Staffing Agencies **

Everi does not accept agency submittals. Please do not forward resumes to our Executive team, Management team, or any current Everi employee for review without proper approval. Everi is not responsible for any fees related to unsolicited resumes.

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