IT Trainer

• Pro-active contribution to the Implementation Team.
• Successfully leads client’s implementation and training.
• Provides proactive implementation plan tracking.
• Schedule dates in advanced with clients for training and implementation related activities.
• Contributes to the goals of achieving on-time ‘go-lives’ and customer references.
• Facilitates each client to go live and meeting the implementation and training objectives of the contract.
• Handle several implementation projects at any given time.
• Lead all aspects of a client’s implementation assigned.
• Gather business requirements as necessary and apply detailed working knowledge of CobbleStone products and features to support the client’s business.
• Conduct training courses for each client in all aspects of CobbleStone’s products to be fully prepared on the go-live date.
• Act as a resource to assist CobbleStone in Product Development and/or Testing processes to ensure integrity of future releases of software.
• Check-in with clients.
• Create, maintain and schedule client implementations.
• Track tasks accomplished, time spent and milestones completed using internal CobbleStone tools.
• Assist with identification of risks, and with development of mitigation or avoidance plans.
• Assist clients with post-live support questions when needed.
• Assist with training/coaching of less experienced staff members.
• Assist with keeping documentation up to date.
• Utilize and maintain the CRM & helpdesk tracking software for support requests.
• Learn & Utilize appropriate software and hardware developed and supported by CobbleStone.
• Assist with keeping documentation up to date.
• Assist with training/coaching of less experienced staff members.
• Assist with other duties as required to achieve company’s mission.
• Client Support
• Provide technical assistance and support (Tier 1) for client queries, issues and requests.
• Respond to queries via phone, email and ticketing system.
• Develop help sheets and knowledge base articles.

• Support implementation staff with client implementations and configurations.
• Provide technical assistance and support (Tier 1) for internal queries, issues and requests.
• Assist with onboarding of new clients and internal users.
• Understand and adhere to company, team and department’s policies and procedures.
• Understand and work toward meeting the company’s mission and corporate goals, such as but not limited to: assist or perform duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, and/or cost savings.
• Understand your job duties and metrics; perform annual trainings as request by the company.
• Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions.
• In-depth understanding of CobbleStone products and features as required by your specific role.
• Respond to internal and external related inquiries or requests and provide assistance to other staff members as required.
• Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team’s agenda
• Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals.
• Take direction from management, directors, superiors, and others and provide advice in a professional manner.
• Track and report on metrics.
• Professional communication and team interaction.
• When asked: assist and/or lead the mentoring other staff.
• Understand your roles job duties and metrics.
• Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties.
• Retain strict confidentiality obligations of company policies and those if its clients; inclusive of not participating in or responding to surveys/questions or posting company/client/vendor/employee or non-public information on social media sites or other public sources.
• Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinated with manager and Human Resources.
• Be reliable, professional, and maintain a high level of customer satisfaction.
• Assist with meeting Companies goal of client revenue grow, client retention, profitability goals.
• May require travel, may require extended period at a computer and other physical activities.
• Adhere to company policies and procedures.
• Assist with other duties assigned as required to achieve company’s mission.