Generic Job Title: Technical Product Trainer: LatAm Report to: Customer Success Manager Role Purpose: The Technical Product Trainer will specialize in learning, understanding, and teaching (via hands-on / demonstration) the installation, service and troubleshooting of product software, and associated peripherals in the field. This customer-facing role will travel domestically, within Colombia initially, to deliver training in support of software and installation. This person will also conduct distance learning classes using a virtual medium. This position will collaborate with various internal and external stakeholders to deliver training and support of the product. In addition to this, the role will require someone with extensive product knowledge who can provide direction on how to market the product and get the best out of it. This position will require an understanding of the igaming / casino industry with experience in providing technical support and training. Learning new products and maintaining knowledge of an expanding product line will be an ongoing requirement. This position will require a candidate who is comfortable being part of a geographically distributed team. Minimum Qualifications Matric qualification or similar. Diploma / Degree in Information Technology / Product and Software Development or similar. 3 years' experience in Product Training. 3-5 years of experience working in a casino or Gaming environment installing, troubleshooting, and maintaining equipment required. Demonstrated ability to troubleshoot and service electronic and electromechanical equipment. Experience in virtual sports gaming/betting would be advantageous. Technical aptitude, professional presentation skills, and superior customer service skills required. Experience and basic knowledge of the software development industry. Training external stakeholders (B2B & B2C, Operators, installers, cashiers, etc.) on the product. Conduct hands-on technical training classes related to the installation and repair of gaming hardware products for external customers. Support customers by learning customer-specific requirements to enhance training programs. Track all training and testing data, and provide status reports and training wrap-up reports to management. Facilitate Remote Training Sessions using MS Teams. Participate in special projects that have a clear link or benefit to training, as assigned. Advise on the product and how best to market and position it. Responding to customer emails and Skype while adhering to SLA. Level 1 Support Troubleshooting all issues that are logged. Worked on ticketing system /Jira/smart sheets/Hosting provider tickets. Respond to clients on pending tickets where needed. Manage customer interaction via different messaging platforms (Skype/Teams/Land Bot). Betting General Support. Betting incoming notifications. Betting/operator General Setup. Reporting. Installations. Technical Support – Outputs Analyse and isolate issues. Evaluate and modify the system's performance. Determine network and system requirements. Document changes and update Frequently asked issues. To manage and optimize the use of servers while backing up all the important data. To coordinate with employees in other departments and teams. Engage with Stakeholders – Outputs Ability to work as part of the greater organisational team but also work independently, as well as work with clients. Maintain and manage positive relationships with internal and external stakeholders. Effectively communicate at all management levels with clients/ stakeholders. Make recommendations to improve client service and fair treatment of clients within area of responsibility. Self-management and teamwork – Outputs Develop and maintain productive and collaborative working relationships with peers and stakeholders. Positively influence and participate in change initiatives. Continuously develop own expertise in terms of professional, industry and legislation knowledge. Agility | Clarity | Collaboration | Creativity & Innovation | Customer Centricity | Lead with Integrity | Relationship Focused #J-18808-Ljbffr