Training Specialist

Fueling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

Position Summary

As a member of the Training team, you are an integral point of contact for customers and as such, you form part of the team that helps to showcase the core functions of our product suite and how Embed can assist in the daily running of each customer’s business. We strive to provide the best-in-class training as part of the overall customer experience.

For this role, you will develop relationships and build rapport quickly with customers. You will utilize your training expertise to deliver effective learning programs for both our customers and internal teams.
In addition, you will collaborate with Technical Support Specialists and Leads, Senior Training Specialists, and Technical Writers to assist with the design, delivery, and maintenance of training resource material for both internal and external use.

Key Responsibilities

• Provide first class training to customers and staff as part of the onboarding process, as well as refresher training as required
• Facilitate sessions for internal teams to demonstrate and train on software updates, enhancements, and new products
• Provide remote training of related hardware components including integrated card readers, POS terminals, self-service kiosks, and associated peripherals
• Partner with Technical Support Specialists and Leads to identify areas of improvement in training and assist with the creation, documentation, and sharing of technical procedures for the overall enhancement of the organization’s competencies and knowledgebase articles
• Assist the Technical Writer with the design, delivery and maintenance of training documentation including user guides, videos and knowledge base articles
• Ticket ownership including ticket creation, update, solution and closure
• Establish and maintain relationships with Functional Managers to ensure the delivery of content that meets the training needs of customers
• Provide assistance to Customer Experience functions as part of the onboarding and installation process for new customers
• Communicate proactively with customers using clear, professional, and effective communication
• Leverage all approved internal knowledge base to deliver up to date service to our customers
• Ensure training activities continually strive to meet and/or exceed team KPIs
• Responsible for self-developing skills and technical knowledge on new and existing products and features
• Comply with confidentiality and license agreements
• Remain knowledgeable of customer and partner relationships

Required Skills and Expertise

• 1-3 years’ experience working in a fast-paced training/onboarding role is preferred
• Bachelor’s degree in relevant technical field or equivalent education/work experience
  
• Experience in customer service and in communicating both written and verbal
• Have natural desire to teach and explain complex technical information to people who have non-technical backgrounds
• Good at building strong relationships with customers and with team members
• Able to balance time among multiple activities
  • Training customers and internal teams
  • Creating and maintaining training resource materials
    
• Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Training process
• Highly organized and efficient with strong attention to detail
• Can understand and learn technical topics quickly
• Self-motivated with a passion for e-learning, training and development practices and analytics
• Good at handling customers with patience, tact, and empathy
• Some morning and evening calls are expected to coordinate activities with others in different time zones

What we offer

• Premium Medical insurance from Cigna
• Dental & Vision insurance from Cigna
• End of Service Benefits as per UAE Labour Laws
• Paid time off to include vacation, sick, holidays
• Amount equal to a Return Flight from home country
• Workmen’s compensation coverage
• Robust Learning Management System for employee growth and development