Customer Training + Support Specialist/Holland Patent/Syracuse - Northland Communications

Description

**JOB TITLE:** Customer Training & Support Specialist

**STATUS:** Non-Exempt

**DEPARTMENT:** Network Services

**REPORTS TO:** Project Supervisor

**FULL/PART-TIME:** Full-time

**JOB SUMMARY:**

The Customer Training and Support Specialist will be responsible for training all communication systems and/or features to end users, including phones, voicemail, and applications. They will provide strong communication between Northland Communications and the customer. The Customer Training and Support Specialist will be responsible for meeting scheduled training deadlines and completing training within projected timeframe.

**DEPARTMENT JOB DUTIES:**

Work with Northland technical staff to gather data and make recommendations to customers on the programming and implementation of their system

Attend internal and customer meetings as they relate to a project

Available for post cut support and/or help desk immediately following cutover of the system

Customize training material and training methods to meet customers needs

Conduct end user training with hands on demonstration

Identify resources required and ensure they are available for project

Ensure project documentation is complete which includes updating Ccare

Communicate real-time status of all training to the Project Coordinator, technician, manager, and salesperson if applicable

Ensure the customer understands their training responsibilities

Identify deviations from training plan and manage the activities to bring the project back on plan

Ensure training is completed within budgeted hours

Identify opportunities for leveraging technology regarding end-user training

Utilize cloud-based platforms and software for training sign-up and follow-up process

Regularly review all current training material for new enhancements and bring to the product specialist for updates and awareness.

**MINIMUM JOB QUALIFICATIONS:**

Bachelors degree or prior experience in the telecommunications industry or public speaking

Experience using Microsoft programs such as Outlook, Word, Excel, PowerPoint

Experience configuring and utilizing cloud-based platforms and software

Ability to develop rapport with people within and outside the company, and engage with people in a manner that provides a positive experience

Ability to communicate effectively both written and orally and to work with all types of communication styles

Ability to think objectively and independently and be self-motivated when considering efficient and creative ways to accomplish tasks

Ability to follow-through with meeting timeframes and associated deadlines and the ability to move past obstacles using internal/external resources to achieve results

Ability to be self-directed with organizing, planning, and prioritizing workload, which includes the ability to make decisions when adjustments need to be made based on achieving deadlines

**ACCOUNTABILITIES:**

Travel for meetings, training and post cut support using personal vehicle

Flexible for extended hours with some nights, weekends, and overnights

Effectively communicate with internal and external parties

Ability to communicate technical information in a non-technical manner

Demonstrate the ability to effectively work in a team environment within our organization and with customers

Set, manage, and exceed customer expectations by building knowledge of customers business, personnel, and project objectives

Possess strong training skills with attention to detail

Stay current with the latest trends in adult learning

Demonstrate strong knowledge of communication systems and applications, Northland services, basic telephony and knowledge of all products available from Northland Communications

Maintain awareness of new products and services

Work with other team members to ensure consistency within the department and organization

Demonstrate the ability to speak comfortably in front of large groups from all levels of an organization

Demonstrate the ability to be extremely reliable, diligent and on time.

**EQUIPMENT AND MACHINES USED:**

Ability to use voicemail, telephone, calculator, computer, printer and photocopier

**LICENSES/CERTIFICATIONS:**

A valid driver's license

**EMPLOYER'S DISCLAIMER:**

All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.