Product Support Specialist/CRM Trainer

4 weeks ago


Pompano Beach, Florida, United States Anago Cleaning Systems Full time
About Anago Cleaning Systems

We are a family-owned, internationally recognized commercial cleaning franchising company with over 35 years of experience in the industry. Our culture promotes open feedback, collaboration, and continuous learning, ensuring both client and franchisee satisfaction as well as employee satisfaction. We are proud to be an equal-opportunity employer, valuing diversity and inclusion across all aspects of our operations.

Job Summary

The Product Support Specialist & CRM Trainer will play a vital role in ensuring our customers and employees have the necessary tools and knowledge to utilize our CRM and products effectively. This role requires a strong background in customer service, technical troubleshooting, and training development and delivery for CRM platforms.

Key ResponsibilitiesCRM Trainer Responsibilities
  1. Create and maintain training materials such as presentations, manuals, and online resources.
  2. Plan and conduct engaging training sessions for employees and franchisees utilizing various instructional techniques.
  3. Evaluate training effectiveness and modify content based on feedback and results.
  4. Develop and maintain user guides, FAQs, and comprehensive documentation.
  5. Collaborate with internal stakeholders to understand system changes and updates.
Product Support Responsibilities
  1. Identify and analyze issues with hardware and software, including bugs and system failures.
  2. Assist franchisees with product-related concerns and guide them through resolutions.
  3. Report user concerns and technical issues to leadership.
  4. Conduct user training on company products, developing relevant materials as needed.
  5. Educate franchisees about product functionalities and updates.
  6. Contribute to process improvement initiatives and develop effective customer support strategies.
  7. Optimize support documentation and manage a database of common inquiries.
Requirements
  • Bachelor's degree in computer science, Information Technology, Business Administration, or a related field.
  • Certifications in CRM platforms (Salesforce, HubSpot) or Product Support are advantageous.
  • 3-5 years of experience in a Product Support role or as a CRM Trainer. Proven experience in training development and delivery for CRM platforms.
  • Strong background in customer service and technical troubleshooting.
  • Familiarity with CRM systems and business tools.
  • Technical Proficiency Proficient in CRM platforms (Salesforce, ZOHO, HubSpot) and troubleshooting hardware/software issues.
  • Training Skills Ability to develop and deliver training tailored to different learning styles.
  • Analytical Skills Strong problem-solving skills with a focus on identifying root causes and implementing solutions.
  • Communication Skills Excellent written and verbal communication; capable of simplifying complex technical concepts for non-technical users.
  • Customer Orientation Proven track record of providing exceptional customer support and resolving issues effectively.
  • Organizational Skills Ability to manage multiple priorities, meet project deadlines, and maintain accurate documentation.
  • Adaptability Quick learner who stays updated with system changes and customer needs.
  • Collaborative Mindset Strong team player who engages with stakeholders across departments.
  • Attention to Detail Commitment to producing accurate and up-to-date documentation and training materials.


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