Product Training Specialist II

Team Description

The service and support team maintains direct contact with customers pre-sale or post-sales or both.

Role And Responsibilities

As a full-time instructor, the trainer conducts technical training courses in the use / management of complex situations for multiple products. Interacts with stakeholders, customers, and functional organizations to develop specifications for content of courses. Prepares lesson plans, from engineering documentation, field service requirements or software documentation. Works with engineering, technical support and manufacturing to ensure that course material reflects current product features. Instruct participants in both classroom lectures and laboratory sessions. Follows up determining applicability of course material. Might generate / develop/ edit virtual material to be assigned through LMS. Generate supporting materials like quizzes, assessments, PTTs, and evaluate students’ performance for the designated period of time post training. Aligns with Product Delivery Analysts regarding content to perform periodical agenda content maintenance and updated documentation maintaining curricula fully up to date.

Covering Areas Of

• Customer service including communication via telephone, email, chat or through other social media platforms. maintaining positive customer relations with clients/customers.
• Ensures delivery of overall company and support teams' objectives
• Conduct technical training courses both, as part of onboarding process for new employees, product & procedure adjustments and potentially customers if needed.
• Interacts with customer and functional organizations to develop specifications for content of courses through different delivery methods.
• Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines:
• product support specialist
• product support analyst
• technical support on product & functionalities
• customer service
• customer training
• sales support
  

• Minimum High School diploma, University student or graduate. Technical experience strongly desired
• Demonstrates good time management and priority setting skills.
• Demonstrates effective teamwork skills.
• Demonstrates ability to work under pressure, handling complexity, and modifications on the fly.
• Proficient English written and oral, and additional language communication skills are a plus.
• Must be well organized, able to multi-task and work in all areas as needed.
• Proven analytical and troubleshooting skills
• Excellent customer service skills and pedagogy experience /ability.
• Travel Industry background is desired. (Airline background is a plus.
• Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
• ITIL/ XML/ SQL/ API Programming
• Experience using Salesforce CRM tool is desired.