Support & Training Specialist

Position: Support & Training Specialist

Department: Business Systems

Summary/Objective:

The Support & Training Specialist will report to the Director of Business Systems and will be primarily responsible for delivering ongoing training and support to employees, focusing on system integrations and technology changes. This role involves working closely with various departments to ensure employees are equipped with the knowledge and skills they need to effectively navigate new systems, processes, and software. A key focus will be providing hands-on support, creating training resources, and fostering a culture of continuous learning throughout the organization.

Essential Functions and Responsibilities:

Provide Training and Support for System Integrations:

Lead the delivery of training and support to employees as they transition to new systems, software, or technologies. Offer both remote and on-site assistance to ensure a smooth adoption process.

Develop and Maintain Training Resources:

Create and update a variety of training materials, including manuals, quick reference guides, video tutorials, and standard operating procedures, to support employees during technological transitions.

Conduct Training Sessions:

Facilitate engaging and informative training sessions using a mix of methods, including virtual and in-person formats, to ensure employees gain the skills and knowledge required to excel in their roles.

Ongoing Employee Support:

Provide continuous support to employees by answering questions, troubleshooting issues, and offering guidance on how to use new systems and software effectively. Act as the go-to resource for any system-related queries.

Evaluate Training Effectiveness:

Regularly assess the impact of training programs and make improvements based on feedback and results. Adjust training approaches to ensure employees are gaining the necessary skills to meet organizational goals.

Collaborate with Key Stakeholders:

Work with Customer Service Representatives, Branch Managers, and the Director of Business Systems to identify areas where additional training or support may be needed. Help ensure alignment between training efforts and business needs.

Assist with Data Migration and Software Integrations:

Support the business and branches during software changes and data migrations by ensuring employees are well-prepared to use new systems effectively. Assist in the development of training strategies to address these transitions.

Promote a Culture of Continuous Learning:

Encourage employees to engage in learning opportunities and stay up-to-date with new technologies. Foster an environment where ongoing training and professional development are prioritized.

Identify Process Improvements:

Work with the Director of Business Systems to identify areas for improvement in training processes and materials, ensuring they are efficient, scalable, and effective.

Skills and Qualifications for Success:

• Strong background in training, employee support, and system integrations.
• Excellent communication and interpersonal skills, with the ability to work closely with employees across all levels of the organization.
• Ability to travel during implementations.
• Detail-oriented with the ability to create clear, accessible training materials.
• Hands-on experience in all aspects of application development and software architecture.
• Experience with conducting virtual and in-person training sessions.
• Familiarity with data migration, system integrations, and business technology.
• Strong problem-solving abilities, with the capacity to offer practical solutions and support.
• A proactive attitude toward fostering a culture of continuous learning.
• Ability to plan, multi-task and manage time effectively.
• Experience in a private equity backed, multi-entity organization.
• Experience within the home services industry, particularly Pest Control, as well as home.