software support

Software Support

Type : Contract | Location : Carmel, Indiana

Software Trainer

Essential Duties and Responsibilities :

A professional client-facing position, the Trainer is responsible for a range of training activities designed to achieve a high level of client service and satisfaction with training clients on software and related implementation of CobbleStones software products. CobbleStone provides on-the-job training for the selected candidates on how to use CobbleStone Software products. The position is primarily responsible for training the client on system setup, system administration, system use, configuration, requirement gathering, and all aspects of the CobbleStone suite of applications. The position will also be required to provide post-live support to the implemented clients.

• Pro-active contribution to the Training Team.
• Successfully leads clients implementation and training.
• Provides proactive implementation plan tracking.
• Schedule dates in advance with clients for training and implementation related activities.
• Contributes to the goals of achieving on-time go-lives and customer references.
• Facilitates each client to go live and meeting the implementation (as applicable) and training objectives of the contract.
• Handle several implementation projects at any given time.
• Lead all aspects of a clients implementation assigned.
• Gather business requirements as necessary and apply detailed working knowledge of CobbleStone products and features to support the clients business.
• Conduct training courses for each client in all aspects of CobbleStones products to be fully prepared on the go-live date.
• Act as a resource to assist CobbleStone in Product Development and / or Testing processes to ensure integrity of future releases of software.
• Check-in with clients.
• Create, maintain, and schedule client implementations.
• Track tasks accomplished, time spent, and milestones completed using internal CobbleStone tools.
• Assist with identification of risks, and with development of mitigation or avoidance plans.
• Assist clients with post-live support questions when needed.
• Assist with training / coaching of less experienced staff members.
• Assist with keeping documentation up to date.
• Utilize and maintain the CRM & helpdesk tracking software for support requests.
• Learn & utilize appropriate software and hardware developed and supported by CobbleStone.
• Assist with other duties as required to achieve companys mission.
• Understand and adhere to company, team and departments policies and procedures.
• Understand and work toward meeting the companys mission and corporate goals, such as but not limited to assist or perform duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, and / or cost savings.
• Understand your job duties and metrics; perform annual trainings as requested by the company.
• Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions.
• In-depth understanding of CobbleStone products and features as required by your specific role.
• Respond to internal and external related inquiries or requests and provide assistance to other staff members as required.
• Schedule calls, meetings, tasks, planning events, implementation, training, maintain the teams agenda.
• Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals.
• Take direction from management, directors, superiors, and others and provide advice in a professional manner.
• Track and report on metrics.
• Professional communication and team interaction.
• When asked : assist and / or lead the mentoring other staff.
• Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties.
• Retain strict confidentiality obligations of company policies and those of its clients.
• Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations.
• Be reliable, professional, and maintain a high level of customer satisfaction.
• Assist with meeting Companies goal of client revenue growth, client retention, profitability goals.
• May require travel, may require long periods of time at a computer and other physical activities.
• Adhere to company policies and procedures.

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