software support

• Pro-active contribution to the Training 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 (as applicable) 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 training/coaching of less experienced staff members.
• Assist with other duties as required to achieve company’s mission.
• 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, an/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, 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 long period of time 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.