Customer Success Trainer

This role can be located in Sydney or Newcastle.

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You will conduct functional and technical 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. You will be required to liaise and communicate with internal resolver groups and stakeholders where required and have a mindset that will enable you to analyze and prioritize issues at hand and escalate issues when the need arises. There is an optional on-call component attached to this role.

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What You'll Do

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• 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 (when required)
• Develop and maintain customer relationships
• Update call tickets with necessary information in line with our service levels and escalate when appropriate to our Senior Technicians and or Management
• Provide input into the development of new products (when required)
• Assist with Operational Acceptance Testing (OAT) on new and existing products
• Work with sales on new bids and tenders
• Work effectively with customers, product developers, customer support and sales to provide innovative and sound instructional solutions to ensure effective use of company products
• Manage Client calls utilising our Call Management System (Salesforce)
• Participate in and support the overall CXS strategy

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What We're Looking For

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• Epic customer service skills
• A love for helping people and an appetite to learn
• Formal training qualifications i.e. (Cert IV – Desirable)
• Advanced knowledge of Microsoft Word, Excel, and Power point
• Experience in cashflow analysis within the gaming and casino industry or a comprehensive understanding of financial analysis
• Extensive experience in the technology sector is desirable
• Knowledge of Casino and/or club operational procedures would be an advantage
• Considerable hands-on experience in the delivery of formal training programs.
• Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation
• Demonstrated ability to work collaboratively and across all areas of the organization
• Instructional aptitude coupled with and mixture of strong technical and interpersonal client facing skills
• Proven application/technical training experience ideally within the gaming environment and in particular, cash-flow analysis and reconciliation procedures
• Ability to travel to customer sites to deliver training

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Company Summary

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Aristocrat Interactive

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Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).

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About Aristocrat

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Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

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Our Values

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• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

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Travel Expectations

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Up to 25%

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Additional Information

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Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.