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Technical Trainer & Support Specialist
Atlanta , GA 30301
Posted 2 months ago
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This person will be a part of the Client Success team and will be responsible for ensuring the satisfaction of TutorPros Client Family. TutorPro is a leading supplier of learning management and performance support software to the global legal sector.
This role provides a varied set of duties and responsibilities. The successful candidate would be responsible for: Providing product training to our Client Family. Producing documentation for the TutorPro product suite. Work with the product management and development teams to anticipate Client requirements for training and documentation around new products and features. Participate in end-user testing product releases. Providing 1st and 2nd line technical support between the hours of 5pm 7pm EST, which includes:
o Investigating and resolving customer enquiries in an articulate, timely, and courteous way always seeking to deliver quick and effective solutions
o Escalating issues to internal teams when necessary, clearly articulating problems and steps required for resolution
o Clearly communicating with end users, educating them and dealing with all queries on the use of TutorPro Learning Management System, TutorPro Live Content Studio, and other TutorPro Solutions
o Providing root cause analysis and issue resolution guidance to Client Family Members and internal teams as needed
Must haves! Located in Atlanta, this is not a remote role. Love loving clients! You would be required to swiftly embrace our Client Success approach, being able to communicate it to our TutorPro Client Family Members in a cheerful and proactive manner from day one. Have proven experience working in a technical training position Have excellent written and verbal communication skills Possess an ability to take complex processes and break them down into a series of simple steps Be able to draw explanatory diagrams of concepts and of physical items Be proficient with MS Office tools Be able to work independently making decisions, problem solving and driving issues to a conclusion Be prepared to travel nationally to deliver training
Nice to have! Experience working in a Legal/Law Firm environment French Canadian language
Two weeks PTO plus company holidays.