What are the responsibilities and job description for the IT Software Trainer position at Softthink Solutions Inc?
We are seeking a Software Trainer to lead client training sessions and ensure successful system adoption. This client-facing role is responsible for conducting training on software implementation, system administration, and configuration , helping clients achieve a seamless transition to our software platform. The ideal candidate will have strong communication skills, experience in training users on software applications, and a customer-focused approach .
Key Responsibilities :
Training & Client Engagement :
Conduct comprehensive training sessions on software functionality, system setup, configuration, and administration.
Guide clients through the implementation process , ensuring they are fully prepared for the go-live date.
Develop and maintain training materials , including user guides, knowledge base articles, and help sheets.
Schedule and facilitate training sessions, meetings, and implementation activities in advance with clients.
Provide ongoing support and coaching to clients post-implementation, ensuring they can effectively use the system.
Act as the primary point of contact for client training-related inquiries.
Implementation & Process Support :
Collaborate with implementation and technical teams to ensure training aligns with client needs and system setup.
Assist in gathering business requirements and configuring the system to meet client objectives.
Track and report on training progress, milestones, and client feedback .
Contribute to product development and testing efforts by providing insights from training sessions.
Technical Support & Documentation :
Provide Tier 1 support , troubleshooting client issues and escalating complex problems to Tier 2 or Tier 3 as needed.
Maintain an issue tracking system , ensuring all reported problems are documented and resolved within SLAs.
Assist in the continuous improvement of software training methodologies.
Work closely with cross-functional teams , including product, support, and implementation teams, to enhance the training experience.
Collaboration & Reporting :
Participate in weekly client and internal team meetings , providing updates on training progress and system adoption.
Track key training metrics , such as engagement levels and issue resolution rates.
Maintain compliance with company policies, client contracts, and industry regulations .
Qualifications & Skills :
2 years of experience in software training, client onboarding, or implementation support.
Strong verbal and written communication skills with the ability to convey technical concepts to non-technical users.
Ability to manage multiple training projects simultaneously.
Experience with learning management systems (LMS), CRM, and helpdesk ticketing tools is a plus.
Basic SQL knowledge or experience with system integrations is an advantage.
Strong problem-solving skills and ability to adapt to client needs.
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