Training and Support Consultant

Training and Support Consultant

Requirements

• 1+ years of experience in hospitality, including front desk/reservations or other client-facing operations is required.
• 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

• 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.