Training and Support Specialist - Hybrid (Req. #681)

Overview
We are looking for a dynamic Training and Support Specialist to join our team and play a vital role in ensuring the success of our products. This hybrid role combines responsibilities in training, customer support, and technical troubleshooting, making it ideal for someone who thrives in a collaborative and multifaceted environment.

Essential Functions

Training:

• Train employees and customers in all aspects of the product through various formats, including hands-on sessions, virtual classrooms, one-on-one coaching, and large group settings.
• Develop and maintain a comprehensive library of training materials, such as handouts, user guides, how-to videos, and FAQs.
• Ensure training materials are consistently updated to reflect the latest software releases and best practices.
• Create and distribute monthly tips, tricks, and updates to keep end-users informed of new features and strategies.
• Attend customer meetings and conferences as a subject matter expert to share insights and build connections.
• Traveling, as needed within NYS, to our customers’ sites to provide in-person training

Support:

• Triage customer helpdesk tickets, providing first-level support for application, server, and database issues.
• Troubleshoot application, server, and database-related tickets, escalating to technical support team members when further investigation or documentation is required.
• Collaborate with customers to document, reproduce, and assess the scope of software issues, ensuring timely and accurate resolution.
• Monitor the helpdesk ticketing system for trends, identifying opportunities for training and documentation improvements.
• Assist with managing critical incidents, providing updates to stakeholders and driving toward resolution.
• Serve as the primary point of contact for customers, ensuring their needs are addressed, fostering long-term relationships, and delivering tailored support for product-specific and customer-specific requirements.

Education & Experience:

• AS or BA degree preferred, or a combination of education and relevant work experience (preferably in a K–12 educational setting).
• 3–5 years of experience designing and delivering training content across various mediums (e.g., PowerPoint, Camtasia) and providing technical support for a software product, preferably in the K–12 educational software environment.

Skills & Competencies:

• Knowledge of modern training techniques and tools.
• Experience designing technical course content across various mediums.
• Ability to develop comprehensive courses tailored to specific target audiences.
• Excellent technical troubleshooting and documentation skills.
• Outstanding communication skills, including exceptional public speaking expertise.
• Strong organizational and time-management abilities.
• Proven ability to manage multiple tasks effectively in a fast-paced environment.

• Medical Insurance (with a free option!)

• Dental Insurance
• Vision Insurance
• Company Paid Life and AD&D Insurance
• Optional Additional Life Insurance
• Company Paid Short-Term Disability Insurance
• Company Paid Long-Term Disability Insurance
• Medical and Dependent Care Flexible Savings Accounts (FSA)
• Health Savings Accounts with Company Contributions
• Optional Hospital Indemnity, Accident and Critical Illness Insurance as well as Legal Assistance

Our Perks:

• Flexible Time Off
• Eight Paid Holidays
• Pre-tax and Roth 401(k) Options with Company Match
• Investment in Professional Development including a license to Udemy training courses and leadership training
• Employee Assistance Program
• Adoption Assistance
• Pet Insurance Discounts
• Tickets to local sporting events
• Team building events
• Holiday and celebration parties

The band range for this role takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets, education, experience, training, certifications, internal equity, and other business and organizational needs. It is not typical for an individual to be hired at, or near, the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The range for this role is $52,000 - $72,000.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor, or take over, sponsorship of an employment Visa at this time.

Physical Conditions/Requirements

• Prolonged periods sitting at a desk and working on a computer
• No heavy lifting is expected. Exertion of up to 10 lbs.