Customer Training

2 months ago

Hopkins, United States Sportsdigita Full time
JOB OBJECTIVE

As we continue our growth trajectory we are looking for an experienced Training & Support Specialist to join our team. This position is responsible for engaging, training, and enabling new and current customers on the DIGIDECK. The role will fill a critical spot on our Customer Care team and provides an exciting opportunity for any training and education professional. Reporting to the Director of Product Training, the Training & Support Specialist will be charged with increasing customer adoption, improving ancillary training resources, and serving as a key product expert for the organization.

ESSENTIAL FUNCTIONS
  • Deliver product training to customers both virtually and on-site.
  • Deliver customer support via DIGIDECK's Live Support chat.
  • Develop and maintain customer training content via several methods; online courses, video and recorded work, supplemental transcripts, and product simulations.
  • Write and update knowledge articles based on updates in the product, as well as feedback from customers during training, cases or support chats
  • Adapt and learn new product enhancements and features quickly; train and disseminate to customers and internal stakeholders appropriately.
  • Conduct and host monthly webinar sessions intended to drive customer adoption.
  • Assist with internal new hire training and onboarding.
  • Become a DiGIDECK expert.
REQUIREMENTS
  • 3+ years SaaS experience
  • 3+ years facilitating virtual and on-site customer training
  • 3+ years working within a professional training and/or learning environment
  • Clear communicator and great professional speaking skills
  • Expert level of organization.
  • Demonstrated success following and keeping up with a rigid schedule
  • Successful at working through and managing unexpected issues on the fly (tech issues with systems, customer responses, scheduling problems, positive and negative customer feedback)
  • Demonstrated experience creating training content; online courses, e-learning, video and recorded work, supplemental written material, etc.
  • Demonstrates complete independence with training facilitation, schedule, and learning new products and features.
  • Ability to conceptualize scalable training and education ideas for our customers

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