Raintree Systems is hiring a
Senior Customer Support Trainer & Knowledge Lead

Summary

The job is a Sr. Support Trainer & Knowledge Lead position in the L&D & Client Support department at Raintree Systems. The role involves creating comprehensive training programs for support personnel, conducting engaging training sessions, assessing performance, identifying and maintaining training documentation, collaborating on knowledge initiatives, improving training programs based on feedback, providing guidance on communication and customer service skills, facilitating onboarding, maintaining technical proficiency in the product, and working cross-functionally to understand new features.

Requirements

• 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
• Flexibility to adapt training programs to meet the evolving needs of the product and organization
• Solid understanding of the product being supported
• 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

Responsibilities

• Design and develop comprehensive training programs for support personnel
• Conduct engaging and effective training sessions
• Assess the performance of support personnel
• Identify, create, and maintain training documentation
• Collaborate on the design/deployment of support-based knowledge initiatives
• Identify opportunities for improving training programs
• Provide guidance on effective communication and customer service skills
• Conduct workshops and develop creative sessions
• Collaborate cross-functionally to understand new features, updates, and changes
• Facilitate the onboarding process for new support personnel

Preferred Qualifications

• Previous SaaS or Healthcare IT company experience
• Working knowledge of EMR/EHR medical software applications

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