Player Support Training Specialist

The Player Support Training Specialist will provide Player Support Agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and focus on improving performance to ensure player satisfaction. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

The Player Support Training Specialist along with the Player Support Training Lead is responsible for the onboarding, development, and delivery of initial and continuing education for Player Support Agents. The position is responsible for the fully comprehensive Training period for all newly onboarded Player Support Agents.

Essential Duties and Responsibilities:

• Assists Player Support Training Lead in training curriculum development for newly hired and seasoned Player Support Agents.
• Own the in-office onboarding of Player Support Agents and assist other operational departments in the onboarding of their new hires.
• Work closely with Player Support leadership to ensure department is adhering to all policies and procedures, work in conjunction with other departmental managers.
• Monitor chats, emails, and inbound calls from newly onboarded Player Support Agents
• .Support Agents and Leads in real time with any issues and coaching opportunities.
• Provides creative and effective new hire and on-going training (topics include professional skills to include development of a customer centric approach, responsible gaming, time management, multi-tasking, back office, effective communication, Salesforce, de-escalation, promotions, sports betting, casino troubleshooting, Geo, etc.)
• Develops and maintains training materials and documents, not limited to manuals, policy and procedures, training documents, quick reference guides, job aids, e-learning, job aids, PowerPoint presentations, etc.
• Helps maintain records of the training materials and content covered with each group and/or individual training.
• Identify Player Support Agents who need additional training and performance management.
• Follow Standard Operating Procedures on all federal and state laws, regulatory requirements, and business policies and procedures.
• Stay abreast of policy and regulatory changes to maintain subject matter expertise. Remain cognizant of relevant quality assurance policies and procedures.
• Escalate all necessary issues to management in a timely fashion.
• Provide feedback to product team and management team about player issues.
• Take direct player contacts as necessary.
• Other duties as necessary and/or assigned.

Required Skills:

• Experience with computers, browsers, mobile devices.
• Self-Starter, Self-motivated and very reliable.
• Flexible Schedule.
• Able to easily build interpersonal relationship.
• Analytical skills.
• Experience with Excel pivot tables and macros a plus.
• Ability to build queries a plus.
• Great written communication skills.
• Experience with gambling industry and industry terminology, standard promotions, and gameplay all preferred.

What we offer:

• Comprehensive health, dental, and vision insurance
• Company paid disability and life insurance
• 401K with employer match
• HSA with employer subsidy