Customer Service Training Support Specialist (CSR Training Support) Toronto, Canada
Position: Customer Service Training Support Specialist
Founded in 1997 and still today a Microsoft Gold Certified Partner, our client is a company that provides solutions that maximize business value.
Through a unique combination of application development, innovative design and domain expertise, we offers a full suite of IT services including packaged technology solutions, custom software development, mobile applications, hosting and site design.
The company’s proven multilingual, multi-site and multicurrency Real Estate, Retail and Mobile solutions support 35 languages and have been deployed by over sixty customers in fifty countries around the globe.
We have an exciting opportunity in our Customer Service Group for a creative, caring and determined individual with a passion for educating and exceeding expectations. As a member of the Customer Service Team, you will be assisting in developing and conducting training sessions in person, using live or pre-recorded webinars and educating customers through an online community and phone or email communication. Your goal is to improve our clients’ knowledge of our extensive suite of business solutions. You are a new media savvy individual and you will bring to the team different ways and techniques to improve our customer’s proficiency in using our solutions to maximize their business value.
Define and manage the various learning channels and relevant content.
Prepare and deliver engaging and informative learning presentations using various media, including live and pre-recorded webinars.
Providing excellent customer service by answering questions on product functionality and business rules
Maintain and enhance documentation using various media such as Word documents, on-line manual, support/community web site, etc.
Develop, deliver and manage training materials and webinars to fulfill training and skills development needs of our company.
Develop training content based on delivery model – live webinars, pre-recorded webinars,social/community support sites as well as knowledge base material, etc.
Incorporate motivating, creative, and interactive educational techniques to enhance the training experience, in an effort to maximize learning and retention
Ensure new education methodologies are incorporated into training approach
Continually keep up on best practices in development and training
Maintain and track relevant community sites
Ensure all content on all channels is up to date and current with training materials and product modules
Perform an assessment of training webinars, to measure efficiency of training initiatives
Monitor the customer support request system and respond to requests
Collaborate with team members to resolve issues
Communicate with other business units to gather and learn information, which will eventually be Communicate with other business units to gather and learn information, which will eventually be used in the creation of new training materials
Professional and Technical skills:
Direct experience in assessing education needs, designing curriculum plans to fulfill those needs and delivering the training required
Ability to identify and accommodate different learning styles
Excellent written and verbal communication skills
Excellent interpersonal skills including the ability to transfer knowledge to diverse groups of individuals
Ability to breakdown complex ideas/concepts
Advanced knowledge of Microsoft Word, Excel and Power Point
Strong organizational and time management skills with the ability to multi-task
High degree of tenacity and persistence to get tasks completed on schedule
Having a working knowledge of T-SQL would be a definite asset but is not required.