Training and Support Specialist

Associated Materials in Cuyahoga Falls

  • Industry: Customer Service - Others
  • Type: Full Time
position filled
Job Description

Position Summary:

The Training and Support Specialist will have their primary focus be on training and development for the Customer Experience team, along with customer training for WindowExpress and the AMI Portal.  The expectation would be that this need will regularly be above 50% of the time commitment for this role, but will fluctuate with seasonal and business needs.

Primary Duties:

Training & Development

  • Create and deliver all training related to Customer Care systems (onboarding and continuous education), to include all order entry and Customer Relationship Management (CRM) systems for internal associates and customers (where applicable)
  • Management of all tools related to system training, including online self-guided learning and technical support training, help videos, etc.
  • Maintain internal portal for storage of help videos, technical documentation and training for associates
  • Create and deliver product knowledge training for Customer Care team New Hire Onboarding Program
  • Create and deliver Continuing Education content based on needs identified through the Training Matrix assessment process
  • Support the Training Matrix assessment process as needed by administering testing and updating the Testing Matrix

Customer Care System Business Analyst support

  • Drive enhancement of ordering and customer support systems by identifying opportunities for improvement and areas of inefficiencies
  • Subject matter expert in business best practices, including quoting and manufacturing processes related to the customer experience
  • Develop business requirements and process documentation to support system enhancements and process improvement in conjunction with system business partners as necessary
  • Create and manage communications regarding customer care systems to all internal and external channels
  • Act as project manager for select strategic system enhancement projects

Technical Support

  • Act as Level 2 support for all Ordering System issues & Customer Portal, supporting the PK Analyst in resolving customer and associate technical issues with managed systems
  • Drive system accuracy by documenting system alignment issues to achieve 100% WindowExpress usage
  • Act as the primary point of contact for system business partner related to training and systems knowledge
  • Learn new functionality and new technologies being released from technology business partners

General Business Support

  • Coordinate and/or deliver regularly scheduled training and maintain updated training calendar.
  • Work with the Corporate Training Committee to ensure all phases of the business have training alignment
  • Support business and process needs documentation related to corporate CRM system, customer portal and LMS (Learning Management System)

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