What are the responsibilities and job description for the Training & Support Specialist position at Eduready360?
JOB DESCRIPTION
Job Title: Training & Support Specialist
Supervisor: Chief Customer Success Officer
Job Summary:
Eduready360 is a software company that provides innovative web applications to educational institutions. Our focus is on Career and Technical Education (CTE), Work-Based Learning (WBL), and College & Career Readiness (CCR).
We’re looking for a talented and motivated individual to assist with providing training to new clients and ongoing customer support. In this role, you will be responsible for onboarding and training new clients in the effective use of our software solutions. Your primary goal will be to ensure our clients feel confident and proficient in using our products, leading to successful implementation. Training is conducted virtually, and you will also be considered a tier one support contact, responding to live chat and email support requests.
Job Location:
If possible, the candidate will report to our office location in Latrobe, PA. However, the candidate may be permitted to work remotely. In either case, they will have a set daily work schedule.
Responsibilities and Duties:
The major functions of this position will include the following:
● Assisting the onboarding team with guiding new clients through the onboarding process, ensuring a smooth transition and successful setup of their software environment.
● Conducting comprehensive training sessions for new clients to educate them on the features, functionality, and best practices of our software.
● Building strong, long-term relationships with clients, ensuring they feel supported and confident in their use of our software.
● Considering the specific needs and goals of each client, assist with configuring our software to work with their existing workflow and expectations.
● Providing ongoing technical support to clients during and after the training period, addressing any questions or issues they encounter with the software.
● Promptly responding to customer support inquiries via live chat and/or email.
● Collaborating with our team to ensure organizational goals and customer needs are being met.
● Gathering client feedback on the training process and software usability, as well as communicating insights to the product and development team for continuous improvement.
● Understanding client needs and how they translate to new or existing software features.
● Documenting feature suggestions and client issues using our feedback system.
● Creating and updating training materials, help desk articles, and other resources to support client education which accurately documents application usage and procedures.
● Escalating customer support inquiries to Tier 2 Customer Support personnel as required.
● Clerical work and other duties as assigned.
Required Skills & Qualifications:
At a minimum, the candidate should:
● Be customer-focused with a passion for helping clients succeed.
● Be self-motivated and skilled at adapting to change and learning new technologies.
● Possess a basic understanding of web applications, software, and/or databases.
● Demonstrate critical thinking and analytical skills.
● Pay keen attention to detail and demonstrate strong time-management skills.
● Be able to work independently with minimal or no supervision.
● Possess excellent communication and presentation skills, with the ability to explain technical concepts in a clear and understandable manner.
● Demonstrate strong problem-solving skills and the ability to troubleshoot software issues.
● Be proficient in using various training tools and software (e.g., video conferencing platforms, learning management systems).
● Be able to adapt training methods to different learning styles and client needs.
● Be patient, empathetic, and able to manage client expectations effectively.
Preferred Skills and Qualifications:
Although not required, it would be beneficial if the candidate has:
● 2 years of experience in a customer support or client training role, preferably in a software or technology environment.
● Proven experience in conducting software training sessions, both one-on-one and in group settings.
● Proficiency with project tracking software (bug tracking, software feature requests, and task management).
● Thorough understanding of Career & Technical Education, Work-Based Learning, and/or College & Career Readiness.
Other Requirements:
● If working remotely, a computer with a webcam and 15 Mbps Internet connection will be required.
● If working remotely, you are expected to work from an uninterrupted quiet workspace with a comfortable table / chair, and professional backdrops.
● Your webcam should always be turned on during virtual meetings.
● Because you may be handling confidential client information and/or other sensitive information, you will not be permitted to work from a public location (like a coffee shop or library).
Compensation & Benefits:
● This is a paid position with an annual salary that will be set based on previous experience and qualifications.
● Healthcare and Vision benefits will be provided.
● Paid time off and holidays.
● Opportunities for professional growth and development.
● A company-owned computer can be provided if requested.
Contact Information:
If interested in applying for this position, please email John Lohr, Chief Customer Success Officer, at john@eduready360.com or respond on LinkedIn.