Customer Education Specialist
2 weeks ago
Objective: In light of our ongoing expansion, we are seeking a seasoned Training & Support Specialist to enhance our Customer Care team. This role is pivotal in engaging, educating, and empowering both new and existing clients on the DIGIDECK platform. Reporting directly to the Director of Product Training, the Specialist will focus on boosting customer engagement, refining training materials, and acting as a primary product authority within the organization.
Key Responsibilities- Conduct comprehensive product training sessions for clients, both remotely and in-person.
- Provide customer assistance through DIGIDECK's Live Support chat feature.
- Create and update training materials using various formats, including online courses, videos, recorded sessions, and product simulations.
- Draft and revise knowledge base articles in response to product updates and customer feedback gathered during training and support interactions.
- Quickly learn and adapt to new product features and enhancements, effectively training customers and internal teams.
- Facilitate monthly webinars aimed at increasing customer engagement.
- Support internal training initiatives for new hires.
- Become a recognized expert in the DIGIDECK platform.
- Minimum of 3 years of experience in a SaaS environment.
- At least 3 years of experience in delivering virtual and in-person customer training.
- 3+ years of experience in a professional training or educational setting.
- Exceptional communication skills and professional presentation abilities.
- Highly organized with a proven track record of adhering to strict schedules.
- Able to effectively manage unexpected challenges, including technical issues and customer feedback.
- Experience in developing training content, including online courses and supplemental materials.
- Demonstrated ability to work independently in training facilitation and product learning.
- Capacity to design scalable training solutions tailored for our clientele.
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Customer Education Specialist
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