Raintree Systems ยท 4 hours ago
Customer Support Trainer/Program Manager
Mesa, AZ
Full-time
Remote
Senior Level
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Responsibilities
Design and develop comprehensive training programs for support personnel to ensure a deep understanding of the product and its features.
Conduct engaging and effective training sessions, utilizing various methods such as classroom training, virtual sessions, webinars, and hands-on exercises.
Assess the performance of support personnel through hands-on exercises, quizzes, tests, and practical evaluations to ensure comprehension and proficiency.
Identify, create, and maintain training documentation, manuals, knowledge articles, and resources for ongoing reference by support teams.
Collaborate on the design/deployment of support-based knowledge initiatives. Incorporate knowledge management principles into training and onboarding efforts. Work with support teams to ID new knowledge opportunities and assess the effectiveness of existing initiatives and programs.
Identify opportunities for improving training programs based on feedback, performance metrics, and evolving product features.
Provide guidance on effective communication and customer service skills, ensuring support teams can handle customer inquiries, issues, and escalations professionally.
Conduct workshops and develop creative sessions to give practical knowledge and hands-on experience in applying troubleshooting techniques to solving support issues with a focus on developing a logical and systematic approach.
Collaborate cross-functionally to understand new features, updates, and changes, translating technical details into accessible training content.
Facilitate the onboarding process for new support personnel, ensuring a smooth transition into their roles.
Maintain a high level of technical proficiency in the product and its ecosystem, acting as a subject matter expert in critical areas of need.
Qualification
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Required
Bachelor's degree in a relevant field (e.g., Education, Training, Business) or equivalent work experience.
Previous experience in product support or technical training roles.
Excellent verbal and written communication skills, with the ability to convey complex technical information in an understandable manner.
Flexibility to adapt training programs to meet the evolving needs of the product and organization.
Solid understanding of the product being supported, with the ability to grasp technical concepts quickly.
Ability to assess training effectiveness and make data-driven improvements.
Collaborative mindset to work with cross-functional teams and build strong relationships.
A focus on customer satisfaction and an understanding of the customer experience.
The ability to think both strategically and tactically.
Experience working with C-Suite, including strong interpersonal/negotiation skills, conflict resolution, and creative problem-solving.
Proficiency in Indirect Leadership and project management.
A proven track record of coordinating and leading cross-team and cross-department learning initiatives.
Excellent organizational, verbal, and written communications skills.
Excellent problem-solving and analytical skills.
Preferred
Previous SaaS or Healthcare IT company experience preferred.
Working knowledge of EMR/EHR medical software applications is a plus.
Benefits
Remote Work/Work From Home
Paid Time Off/11 Paid Holidays/Year-End Holiday Break
Health, Dental, Vision, HSA/FSA
401K with Company Match
Disability & Life Insurance
Employee Assistance Program
Paid Parental Leave
Company
Raintree Systems
Raintree Systems is a group of dedicated people with a passion to solve the real-world problems in the healthcare industry.
Founded in 1983
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Nick Hedges
Chief Executive Officer
Jason Donahoe
CFO
Recent News
2024-05-23
Company data provided by crunchbase
