Training And Support Consultant

Summary

Join Newbook as a Training & Support Consultant and play a crucial dual role in providing exceptional customer support and training to clients. You will handle incoming support requests, troubleshoot technical issues, and conduct training sessions to educate clients on product usage. This role ensures clients receive a world-class experience by offering support and training on product functionality, new features, and troubleshooting. You will assess client needs, develop training materials, and conduct sessions, both individually and in groups. Live day preparation and ongoing knowledge updates are also key responsibilities. Success in this role requires strong technical skills, excellent communication, and a customer-focused approach.

Requirements

• Customer-focused work ethic with demonstrated experience in customer service
• Ability to build strong relationships with clients and peers
• Strong technical acumen
• Excellent verbal and written communication skills
• Empathy and patience in handling customer inquiries and challenges
• Proficient in conducting engaging and informative training sessions
• Problem-solving skills to diagnose issues and provide effective solutions

Responsibilities

• Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employing active listening to fully understand customers' needs and provide accurate solutions
• Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions
• Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction
• Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success
• Strive to achieve customer satisfaction metrics and contribute to improving customer experience
• Maintaining Customer Support satisfaction scores as per KPI targets
• Assess the specific needs and requirements of each client to tailor training programs accordingly
• Develop training materials, modules, and resources to facilitate client learning
• Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures
• Ensure that clients understand and can effectively use the tools and resources provided
• Adhere to support and training standards to ensure consistently high-quality interactions
• Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met
• Ensure crosschecking is completed before live day is due
• Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have
• Continuously update your knowledge and skills related to the company's offerings and industry trends
• Stay informed about changes and updates to the company's products or services
• Take the initiative to identify areas for improvement in the client training process and suggest enhancements
• Maintain and log detailed records of client training sessions, progress, and feedback in CRM
• Maintain Knowledge Base and Confluence
• Create training reports and summaries for management and clients

Preferred Qualifications

Experience in hospitality a plus

Benefits

• Flexible working hours may be required to accommodate clients in different time zones
• Training and ongoing professional development will be provided to enhance your product knowledge and training skills
• Opportunities for career advancement within Newbook may be available based on performance and company needs
• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible
• Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively
• Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply