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Job Description
- Provide software application training using a variety of delivery methods including on-site training.
- Coordinate new customer implementations, providing practical training to maximise use of the company's software systems.
- Develop training materials and user guides for all the company's software application.
- Provide end-user application support via phone and email.
- Troubleshoot issues reported by customers and provide solutions.
- Facilitate problem-solving between the end user and the company's Solutions Team.
- Develop a working relationship with the company's Sales & Marketing staff to utilize product knowledge and customer relationships in support of sales efforts.
Job Requirements
- Bachelor's Degree in Computer Science or any IT related field.
- 2-3 years of Customer Success/Support experience (SaaS experience preferred).
- Sound knowledge for JavaScript/HTML/SQL/CSS. Knowledge of web browsers and general troubleshooting to identify browser specific issues.
- Experience diagnosing problems with software products.
- Advanced knowledge of Microsoft Office products – Word, Excel, Outlook, PowerPoint.
- Analytical mindset with the ability to quickly recognize patterns
- Able to master new software and systems effortlessly and quickly.
- Ability to anticipate areas of difficulty, questions and quickly adapt training to meet the needs of clients.
- Ability to communicate professionally by phone and email.
- Ability to cultivate positive working relationships with customers and co-workers.
- Ability to effectively communicate technical information in non-technical terms.
- Ability to effectively organize and maintain customer data.
- Analytical and troubleshooting skills.
